Description Job Summary: We are seeking a motivated and experienced Desktop Support Engineer - Level 2 to join our IT team as a full-time employee. In this role, you will be responsible for installing, updating, and repairing personal computer hardware and software. You will maintain and implement desktop solutions to support organizational business needs. This role provides professional-level in-person and remote support to customers and performs all duties in accordance with company policies and procedures. Responsibilities Hardware and Software Management Troubleshoot and replace laptop and PC hardware (Battery, SSD, and memory module replacement). Perform hardware upgrades, hardware disposal, and maintain asset inventory. Facilitate remote imaging, new hire set-up, termination procedures, and relocations. Implement remote updates and provide remote support. Technical Problem Solving Handle problem recognition, research, isolation, resolution, and follow-up for difficult user problems. Document troubleshoot and escalate more complex issues to Tier 3. Set up, maintain, and troubleshoot laptop and desktop systems. Communication and Support Log, prioritize, and troubleshoot all calls, emails, trouble tickets, and walk-up requests reporting technical problems. Determine appropriate escalation paths when necessary. Troubleshoot issues such as Tier 1 and Tier 2 for in-person support for desktop and enterprise applications, local/network printing, email, connectivity, remote access, and hardware issues. Maintain positive relationships with customers through effective follow-up. Technical Expertise Experience with Intune/Autopilot and JamF. Perform desktop computer updates to safeguard against viruses and malware threats. Manage customer issues and requests by creating, tracking, and documenting technical solutions effectively. Manage project deliverables by prioritizing, tracking, and completing assigned tasks. Build and deploy new workstations (desktops and laptops). Install and upgrade hardware and software on Windows workstations. Troubleshoot assigned tickets, determine appropriate resolutions, or escalate complex issues. Ticketing system – ServiceNow. Remote support tool – GoToAssist. Account Management – Active Directory and SailPoint. VPN Support - Zscaler. Qualifications Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). Minimum of 2-3 years of experience as a Desktop Support Engineer or similar role. Proven experience troubleshooting and resolving complex hardware and software issues. Strong working knowledge of Windows and macOS operating systems. Experience with Active Directory and Azure AD (preferred). Experience with network troubleshooting principles (preferred). ITIL, A and Network certifications (preferred). Excellent communication in English and German, and interpersonal skills. Ability to work independently and as part of a team. Strong problem-solving and analytical skills. Excellent customer service orientation. Ability to prioritize and manage multiple tasks effectively. Benefits Competitive salary. Opportunity to work in a fast-paced and dynamic environment. Gain experience with the latest technologies. Be part of a supportive and collaborative team. Please Note: The qualifications listed above are not exhaustive, and we may consider candidates with equivalent experience and skills. We are an equal opportunities employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.