IT Field Support Engineer- Germany
IT Field Support Engineer- Germany
Posted on :
15-09-2025
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1 Vacancy
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Job Description
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.
Required Experience:
Junior IC
Employment Type
Full-Time
Key Skills
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