Position: IT Support Technician L1 (On-site)
Role Type: Full Time
Working Days: 5 Half Days a week
Contract duration: 1 year (extendable)
Contract Type: Freelance / B2B contract
Experience Required: More than 3 years IT Support.
Site Address: Plettenberg, North Rhine-Westphalia, Germany
Job responsibilities:
10+ years' experience – able to navigate situations and engage with Execs / MSP / external vendors.
· Provide end‑user support for hardware, software, and networking issues
· Install, configure, and troubleshoot computer hardware, software, and peripherals
· Walk users through application installations and device setup
· Ask targeted questions to diagnose and isolate technical issues
· Guide users using clear, step‑by‑step instructions
· Perform remote troubleshooting and test alternative solutions until resolution
· Customize and configure desktop applications to meet user needs
· Accurately log incidents, root causes, and resolutions in the ticketing system (ServiceNow)
· Ensure all issues are properly documented and tracked through closure
· Escalate unresolved issues to appropriate internal teams (e.g., Tier 2/3 support, developers)
· Prioritize and manage multiple concurrent support requests
· Follow up with users to confirm systems are fully functional after resolution
· Provide prompt, accurate communication and status updates to customers
· Report customer feedback and potential product or system improvement requests
· Refer to internal knowledge bases and external resources to deliver accurate solutions
· Assist with creating, updating, and improving technical documentation and manuals
· Maintain and support an IT environment for approximately 300 users
· Demonstrate strong problem‑solving, organization, and prioritization skills
· Communicate effectively with all levels of the organization, including office and manufacturing floor staff
· Collaborate across teams and remain resourceful to support continuous improvement
· Bring prior experience supporting users in both office and manufacturing environments
· Maintain proficiency with Windows 10 and Windows 11 (Windows 7 a plus)
· Demonstrate strong skills in Microsoft 365 and Microsoft MFA
· Support Android and Apple iOS devices, including access to company data resources
ERP System = SAP
MES System = GFOS
Document Management System = DOXIS
Microsoft Shop for Office, e-Mail and Teams
Working IT support in a manufacturing facility a plus.
Bilingual required – Germany & English (shop floor team primarily native Germans)