Skill Set: Deskside Support Technician Level 3
Roll Type: FTE
Language: German & English (Both C1 Level)
Days per week: 5 days per week
Location: Plettenberg, Germany
Contract: B2B/Freelance
Key Responsibilities
1) Provide end user support for hardware, software, and networking issues
2) Install, configure, and troubleshoot computer hardware, software, and peripherals
3) Walk users through application installations and device setup
4) Ask targeted questions to diagnose and isolate technical issues
5) Guide users using clear, step by step instructions
6) Perform remote troubleshooting and test alternative solutions until resolution
7) Customize and configure desktop applications to meet user needs
8) Accurately log incidents, root causes, and resolutions in the ticketing system (ServiceNow)
9) Ensure all issues are properly documented and tracked through closure
10) Escalate unresolved issues to appropriate internal teams (e.g., Tier 2/3 support, developers)
11) Prioritize and manage multiple concurrent support requests
12) Follow up with users to confirm systems are fully functional after resolution
13) Provide prompt, accurate communication and status updates to customers
14) Report customer feedback and potential product or system improvement requests
15) Refer to internal knowledge bases and external resources to deliver accurate solutions
16) Assist with creating, updating, and improving technical documentation and manuals
17) Maintain and support an IT environment for approximately 300 users
18) Demonstrate strong problem solving, organization, and prioritization skills
19) Communicate effectively with all levels of the organization, including office and manufacturing floor staff
20) Collaborate across teams and remain resourceful to support continuous improvement
21) Bring prior experience supporting users in both office and manufacturing environments
22) Maintain proficiency with Windows 10 and Windows 11 (Windows 7 a plus)
23) Demonstrate strong skills in Microsoft 365 and Microsoft MFA
24) Support Android and Apple iOS devices, including access to company data resources