IT Support Deskside Technician

bid.agency; Freiburg im Breisgau; On-site; EUR 42,000 - 54,000; Full time

Job summary

bid.agency is seeking a motivated L2 IT Support Deskside Technician to join our IT team in Freiburg. You will provide hands-on technical support, resolving escalated issues for Windows endpoints, AD/GP/M365, and basic networking.

Join us to work directly with people, keep technology running smoothly, and collaborate with L3 teams and vendors on complex problems in a fast-paced environment.

Qualifications

• Minimum 3+ years in IT support or helpdesk (L1/L2).
• Strong Windows 10/11 knowledge with AD/GP/M365 experience.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with ITSM tools and ITIL processes.
• Excellent troubleshooting and attention to detail.

Responsibilities

• Provide second-level deskside and remote support for hardware, software, and network issues escalated from L1.
• Troubleshoot Windows endpoints and peripherals.
• Install, configure, and maintain workstations, applications, and OS updates.
• Manage user accounts with Active Directory / Azure AD and Microsoft 365.
• Support onboarding/offboarding including device provisioning and decommissioning.
• Log incidents and service requests in the ITSM system (ServiceNow).
• Collaborate with L3 teams and vendors on complex issues.

Skills

IT support

Windows 10/11

Active Directory

Group Policy

Microsoft 365

Networking fundamentals

ITIL

Troubleshooting

Tools

ServiceNow

Job description

We're looking for a motivated L2 IT Support Deskside Technician to join our IT team and provide hands‑on technical support. If you enjoy solving real problems, working directly with people, and keeping technology running smoothly - this role is for you.

What you’ll do

• Provide second-level deskside and remote technical support for hardware, software, and network issues escalated from L1
• Troubleshoot and resolve problems with Windows endpoints, including laptops, desktops, and peripherals
• Install, configure, and maintain workstations, applications, and OS updates
• Manage user accounts and access using Active Directory / Azure AD and Microsoft 365
• Support onboarding/offboarding processes including device provisioning and decommissioning
• Log and track all incidents and service requests in the ITSM ticketing system (ServiceNow)
• Collaborate with L3 teams and vendors on complex technical issues

What we’re looking for

• 3+ years of experience in an IT support or helpdesk role (L1/L2)
• Solid understanding of Windows 10/11 environments
• Hands‑on experience with Active Directory, Group Policy, and Microsoft 365
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience working with ITSM tools and following ITIL processes
• Strong troubleshooting skills and attention to detail

Join us in delivering high-quality IT support!