Desktop Support Engineer

Webologix Ltd/ INC; Kongens Lyngby; On-site; DKK 420,000 - 540,000; Full time

Job summary

Webologix Ltd/ INC in Denmark seeks an Onsite IT Support Engineer to provide dedicated field support at designated customer locations, ensuring smooth operation of end-user computing devices, workplace technology, and site infrastructure.

You will be the primary onsite contact for end users, handle IMACD activities, deskside support, device configuration, printer and AV support, and collaborate with remote teams and vendors to resolve incidents and implement changes quickly and effectively.

Qualifications

• Bachelor's Degree or Diploma in IT or related field.
• 5–6 years of onsite IT support or field services experience.
• Fluent English and local language; strong customer service.
• Proficient with Windows 10/11, Linux, and common business applications.

Responsibilities

• End User Support & IMACD services: perform Install, Move, Add, Change, and Disposal activities; provide deskside support for laptops/desktops/peripherals; troubleshoot hardware/software issues; support onboarding/offboarding.
• Client Device Management: build/configure/deploy/maintain Windows and Linux devices; install/configure apps; manage hardware replacements.
• Smart Hands & Remote Team Support: act as Hands & Eyes for remote IT teams; assist remote admins; onsite validations and implementations.
• Printer & Peripheral Support: install/configure/troubleshoot printers; coordinate with OEM for repairs; support scanners and docking stations.
• Factory Floor & Manufacturing Device Support: support Windows/Linux devices on the factory floor; assist troubleshooting; coordinate with specialist teams.
• Network & Infrastructure Support: perform patching and connectivity verification; maintain records; assist with connectivity troubleshooting.
• Conference Room & Workplace Tech Support: support AV equipment and meeting room devices; ensure readiness of shared tech.
• Legacy Device Support: support legacy scanners and related devices; coordinate vendor support.
• Vendor & Third-Party Coordination: coordinate third-party technicians; manage site access and repairs; manage inventory and onsite incident responses.

Skills

Windows 10/11

Linux

Printer support

Network troubleshooting

ITSM processes

AV systems

Deskside support

Customer service

Onsite coordination

Documentation

Education

Bachelor's Degree/Diploma in IT/CS

Tools

ITSM tools

Office 365

Job description

The Onsite IT Support Engineer will provide dedicated field support services at designated customer locations, ensuring the smooth operation of end-user computing devices, workplace technology, and site infrastructure. The role includes IMACD activities, deskside support, device configuration, smart hands support, printer support, conference room technology support, and coordination with remote support teams, vendors, and OEMs.

The engineer will act as the primary onsite technical contact for end users and provide rapid response to incidents, service requests, hardware installations, and operational support activities.

Key Responsibilities

End User Support & IMACD Services

• Perform Install, Move, Add, Change, and Disposal (IMACD) activities for IT assets.
• Provide hands-on deskside support for laptops, desktops, peripherals, and workplace technology.
• Troubleshoot hardware and software issues to restore normal business operations.
• Support user onboarding and offboarding activities.

Client Device Management

• Build, configure, deploy, and maintain Windows and Linux client devices. Perform manual Operating System installations where remote deployment tools are not feasible.
• Install, configure, and troubleshoot business applications and endpoint software.
• Manage hardware replacements and lifecycle activities.

Smart Hands & Remote Team Support

• Act as "Hands & Eyes" support for remote IT teams.
• Assist remote administrators during troubleshooting, maintenance, and infrastructure activities.
• Perform onsite validations and support implementation activities as directed by remote teams.

Printer & Peripheral Support

• Install, configure, and troubleshoot network and local printers.
• Coordinate with OEM vendors for printer repairs and maintenance.
• Support scanners, peripherals, docking stations, monitors, and endpoint accessories.

Factory Floor & Manufacturing Device Support

• Provide support for factory floor devices running Windows and Linux operating systems.
• Assist with troubleshooting operational issues impacting manufacturing environments.
• Coordinate resolution activities with specialized support teams when required.

Network & Infrastructure Support

• Perform network cable patching and connectivity verification.
• Maintain network patching records and documentation.
• Support connectivity troubleshooting under guidance from network teams.

Conference Room & Workplace Technology Support

• Support conference room AV equipment, meeting room devices, and collaboration tools.
• Ensure readiness of meeting rooms and shared workspace technology.

Legacy Device Support

• Provide operational support for legacy barcode scanners and related devices.
• Coordinate vendor support when replacement or repair services are required.

Vendor & Third-Party Coordination

• Escort and coordinate activities of third-party service technicians.
• Facilitate site access and support execution of planned maintenance activities.
• Coordinate hardware repair and replacement activities with OEMs and vendors.
• Manage stock and distribution of IT consumables including:
• Keyboards
• Mice
• Network cables
• Power adapters
• Other end-user peripherals
• Maintain inventory records and replenishment requests.
• Respond to onsite incidents and service requests within agreed service levels.
• Respond to Service Desk-dispatched onsite support requests for designated locations.
• Document troubleshooting activities and resolution details in the ITSM tool.
• Escalate unresolved issues to appropriate support teams.

Required Skills & Experience

Technical Skills

• Strong knowledge of Windows 10/11 administration and troubleshooting.
• Basic Linux workstation support experience.
• Hardware diagnostics and repair coordination.
• Printer installation and support.
• Network connectivity troubleshooting.
• Microsoft Office and collaboration tools support.
• Knowledge of ITSM processes (Incident, Request, Change, Asset Management).
• Experience supporting conference room technologies and AV systems.

Professional Skills

• Strong customer service and communication skills.
• Ability to work independently in an onsite customer-facing environment.
• Excellent troubleshooting and problem-solving capabilities.
• Ability to coordinate effectively with remote support teams and vendors.
• Good documentation and asset management skills.

Preferred Qualifications

• Bachelor's Degree/Diploma in Computer Science, Information Technology, or related field.
• Microsoft endpoint support certifications preferred.
• 5-6 years of experience in onsite IT support, field services, or deskside support environments.
• Fluent (both written and spoken) in both English and local language

Key Performance Indicators (KPIs)

• Incident Resolution SLA Compliance
• First-Time Fix Rate
• End-User Satisfaction Score (CSAT)
• IMACD Completion Timeliness
• Asset & Inventory Accuracy
• Conference Room Availability and Readiness
• Site Service Request Closure Performance

Working Model

Dedicated Onsite Presence (8x5 Local Business Hours)

• Support for designated customer locations and on-demand dispatch requests.
• Collaboration with global service desk, infrastructure teams, OEM vendors, and customer stakeholders.