Job Title: Senior IT Support Specialist (Desktop / End-User Support)
Location: Plettenburg, Germany
Experience Required: 10+ Years
Language Requirement: Bilingual (German & English)
About the Role
We are seeking an experienced Senior IT Support Specialist to provide high-quality end-user support in a dynamic environment. The ideal candidate will bring strong technical expertise along with the ability to engage confidently with executives, MSPs, and external vendors.
This role requires hands-on experience supporting both office and manufacturing environments, with a proactive approach to problem-solving and continuous improvement.
Key Responsibilities
* Provide end-user support for hardware, software, and networking issues
* Install, configure, and troubleshoot desktops, laptops, and peripherals
* Guide users through application installations and device setups
* Diagnose and resolve technical issues using targeted troubleshooting techniques
* Deliver clear, step-by-step guidance to end users (remote and onsite)
* Perform remote troubleshooting and implement alternative solutions as needed
* Configure and customize desktop applications based on user requirements
* Log incidents, root causes, and resolutions accurately in ServiceNow
* Ensure all tickets are properly tracked and resolved within SLA timelines
* Escalate complex issues to Tier 2/3 teams or relevant stakeholders
* Manage multiple support requests while maintaining high service quality
* Follow up with users to ensure complete resolution and satisfaction
* Communicate effectively with users and provide timely status updates
* Capture user feedback and recommend system or process improvements
* Maintain and contribute to knowledge bases and technical documentation
* Support an IT environment of approximately 300 users
Technical Skills & Requirements
* Strong experience with Windows 10 & Windows 11 (Windows 7 is a plus)
* Proficiency in Microsoft 365, including Teams and Multi-Factor Authentication (MFA)
* Experience supporting Android and iOS devices in a corporate environment
* Familiarity with enterprise systems:
* ERP: SAP
* MES: GFOS
* DMS: DOXIS
* Experience with ticketing tools such as ServiceNow
Preferred Experience
* Prior IT support experience within a manufacturing environment
* Ability to support both office staff and shop floor users
* Strong communication skills to interact across all organizational levels
Key Competencies
* Excellent problem-solving and analytical skills
* Strong organizational and multitasking abilities
* Customer-focused mindset with a proactive approach
* Ability to work collaboratively across teams and stakeholders