IT Field Support Engineer- Germany

EIL Global IT Solutions and Services; Berlin; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

An IT solutions provider in Berlin is looking for a detail-oriented IT Field Support Engineer. You'll provide hands-on technical support for end-user hardware and software, manage VIP user requests, and coordinate with vendors. The ideal candidate should have at least 3 years of experience in field support and strong communication skills. A Bachelor's in IT or a related field is essential. This role offers a full-time contract with a salary range of €4000 to €4300 monthly.

Qualifikationen

• 3 years of experience in field support or end-user computing environments.
• Hands-on expertise in Windows/Mac environments.
• Familiarity with regulatory compliance frameworks (e.g. GxP) is a plus.

Aufgaben

• Diagnose and resolve hardware issues for desktops, laptops, Macs, and smartphones.
• Address software break-fix issues and install software when needed.
• Deliver prioritized support for hardware and software issues for VIP users.
• Provide on-site IT support during company events.

Kenntnisse

Active Directory

Technical Documentation

Windows

On-Site Support

Problem Resolution

Technical Support

Ausbildung

Diploma / Bachelor's in IT/Computer Science/Electronics

Tools

ITSM tools (ServiceNow)

Jobbeschreibung

Job Summary

We are seeking a detail-oriented and hands-on IT Field Support Engineer to deliver high-quality onsite technical support for end-user hardware software infrastructure proximity and special IT programs. This role encompasses support for standard and non-standard devices user lifecycle services (onboarding / offboarding) asset and depot management VIP services and third-party / vendor coordination. The ideal candidate has experience in enterprise IT environments and excels in communication incident resolution and multitasking.

Key Responsibilities

1. Hardware IMAC (Install Move Add Change) Support

• Diagnose and resolve hardware issues for desktops laptops Macs tablets smartphones and supported printers .
• Coordinate with vendors and internal teams for service ticket resolution.
• Provide smart hands support for AV systems and digital signage panels.
• Collect equipment during user offboarding and support Red / Yellow zone operations.

2. Software IMAC & Configuration

• Address software break-fix issues and coordinate with OEM vendors when necessary.
• Install software and image devices that cannot be configured remotely.
• Deploy desktop / mobile applications manually when needed.

3. VIP User Support

• Deliver prioritized support and quick turnaround for hardware and software issues.
• Maintain and manage a dedicated VIP device inventory.
• Operate a VIP-exclusive support channel and maintain user tagging in ITSM tools.

4. R&D & Industrial Automation Site Support

• Follow SOPs for lab device qualification and incident resolution.
• Provide hands-and-feet support for specialized hardware like scan guns barcode scanners and GxP -compliant systems.
• Support antenna and Wi-Fi deployment and troubleshooting.

5. IT Kiosk Program Management

• Act as SPOC for client kiosk projects.
• Validate kiosk requirements coordinate design and assist in deployment and support.
• Promote usage and optimize performance through user training and feedback.

6. Server Room & Network Proximity Support

• Perform tape handling rack and stack activities and basic hardware configurations.
• Maintain cable management assist in decommissioning and perform routine visual / power checks.
• Support cabling access compliance network hardware setup and coordination with OEMs for maintenance.

7. Third-Party Support & Coordination

• Schedule and escort third-party vendor activities.
• Coordinate with infrastructure and AMS teams for device support and deployments.
• Facilitate IMAC activities involving external parties.

8. Event IT Support

• Provide on-site IT support during company events such as town halls or seminars.
• Coordinate with OEMs AV vendors and ensure hardware availability and setup.

9. Onboarding Offboarding & User Training

• Train IT staff on GxP compliance and deliver training to end-users on desktop tools and regulatory practices.
• Distribute manuals FAQs and training documents.
• Manage equipment provisioning and returns in alignment with automated workflows across ITSM AD and email services.

10. Hardware Asset Management

• Maintain the AMDB (Asset Management Database) and track lifecycle events from procurement to decommissioning.
• Monitor licensing issues and coordinate with stakeholders for compliance.
• Coordinate logistics and update records for asset movement and tagging.

11. Device Deployment & Depot Management

• Handle centralized and local stocking of spare devices and parts.
• Manage imaging OS installations tagging and packaging for end-user devices.
• Coordinate delivery replacements and reclamations with logistics teams and OEMs.

Devices Supported

• Desktop & Laptop PCs (Windows / Mac)
• Smartphones & Tablets
• AV Equipment & Meeting Room Systems
• Non-standard R&D equipment (scanners PDAs label printers)
• Printers (Smart Hands)
• IP Phones & Network Devices
• Peripheral Devices (Mice Keyboards Cables Docking Stations)

Required Qualifications

• Diploma / Bachelors in IT Computer Science Electronics or related field.
• 3 years of experience in field support or end-user computing environments.
• Hands-on expertise in Windows / Mac environments ITSM tools (ServiceNow) and hardware troubleshooting.
• Familiarity with regulatory compliance frameworks (e.g. GxP ) is a plus.
• Good understanding of enterprise networking AV systems and server room safety procedures.

Preferred Skills

• Strong communication and customer handling skills.
• Ability to prioritize VIP and high-impact requests.
• Experience in vendor coordination and IT infrastructure proximity support.
• Self-driven with a continuous improvement mindset.

Key Skills

Active Directory,Technical Documentation,Windows,On-Site Support,Test Equipment,Linux,Internet,Preventive Maintenance,Technical Assistance,Troubleshoot,Problem Resolution,Setup,hardware,Technical Support,UNIX

Required Experience

Junior IC

Employment Type: Full-Time

Experience: years

Vacancy: 1

Monthly Salary Salary: 4000 - 4300