Exciting Contract Opportunity: 2nd Line IT Support Engineer - Hybrid in Mannheim, Germany - Telefonica Tech (3-6 month contract likely to extend)
Are you a proactive and detail-driven IT professional ready to take on your next challenge? We're on the lookout for a 2nd L ine IT Support Engineer to join a fast-paced and collaborative environment supporting a high-profile client in Mannheim, Germany. This is a 3 -6 month hybrid contract with core working hours, offering a fantastic opportunity to make a real impact in a dynamic support team.
About the Role:
As a key member of the wider IT Support team, you'll be the first point of contact for technical issues, delivering exceptional 2nd line support. Your mission: ensure seamless IT operations, resolve user issues efficiently, and contribute to a high-performing, customer-focused IT environment.
What You'll Be Doing:
User Support
1. Deliver responsive support via phone, email, and helpdesk tickets, meeting SLAs with confidence.
2. Troubleshoot hardware, software, network, and account issues with precision.
3. Escalate complex problems to the Systems Administrator with clear documentation.
4. Guide users on best practices and system usage.
5. Lead IT onboarding/offboarding, including account setup and hardware deployment.
6. Provide engaging IT induction training for new starters.
System Administration
7. Manage user accounts, password resets, and access controls.
8. Configure and troubleshoot laptops, mobile devices, and standard business software.
Documentation & Asset Management
9. Maintain accurate records of support tickets and IT assets.
What You Bring:
Essential Skills
10. 2+ years in IT Support or similar role.
11. Solid understanding of networking (IP, DNS, DHCP, VPN).
12. Strong knowledge of Windows Server, Active Directory, Group Policy.
13. Proficiency in Windows 10/11 and macOS troubleshooting.
14. Hands-on experience with Microsoft and Hyper-V.
15. Analytical mindset with excellent problem-solving skills.
Desirable
16. Familiarity with Azure and Azure Virtual Desktop.