IT Field Support Engineer- Germany

EIL Global IT Solutions and Services Pvt Ltd; Berlin; Vor Ort; EUR 45.000 - 60.000; Vollzeit

Zusammenfassung

A global IT solutions provider located in Berlin is seeking an experienced IT Field Support Engineer to deliver high-quality onsite technical support for end-user devices. The ideal candidate should have strong hardware troubleshooting skills, experience in enterprise IT environments, and the ability to multitask and communicate effectively. Responsibilities include managing asset inventory, providing VIP user support, and ensuring efficient coordination with vendors. This role offers a dynamic work environment with opportunities for professional growth.

Qualifikationen

• 3+ years of experience in field support or end-user computing environments.
• Hands-on expertise in Windows / Mac environments and hardware troubleshooting.
• Familiarity with regulatory compliance frameworks is a plus.

Aufgaben

• Diagnose and resolve hardware issues across various devices.
• Support VIP users with prioritized service and manage dedicated device inventory.
• Provide IT support during company events and ensure hardware setup.

Kenntnisse

Hardware troubleshooting

Strong communication skills

Customer handling

Incident resolution

Multitasking

Ausbildung

Diploma / Bachelors in IT, Computer Science, Electronics

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.