IT Support Engineer

Fortray Global is hiring an IT/Deskside Engineer (L1) for a full-time onsite role in Mannheim, Germany. Candidates must have B2-level proficiency in both German and English. Our client is a local German company, so applicants must hold valid work authorization in Germany or a visa valid for at least two years. This is a B2B contract position.

We are looking for a proactive and customer-oriented IT Support Engineer (L-1) tojoin our IT team. This role provides first-level technical support and troubleshootingfor end users across the organization. You will work with a variety of hardware, software, and cloud tools in a fast-paced, hybrid environment, ensuring seamlesstechnical operations and outstanding user experience., * Provide Tier 1 support for desktops, laptops, mobile devices, peripherals, videoconferencing tools, and office equipment (Windows, macOS, iOS, Android).

• Install, configure, upgrade, and troubleshoot operating systems, applications, and hardware(both in-person and remote support).
• Respond to service desk tickets, ensuring timely resolution, clear communication, and proper documentation.
• Support cloud-based tools such as Microsoft 365, Teams, SharePoint, Zoom, and Google Workspace.
• Assist users with network connectivity, VPN access, MFA issues, and basic account administration.
• Maintain IT asset inventory (laptops, accessories, software licenses, etc.).
• Coordinate with Level 2/3 teams for escalated issues, ensuring smooth handoffs.
• Assist with new user onboarding, device setup, and software deployment.
• Participate in hardware refresh, patching cycles, and other IT operations.
• Follow IT policies and procedures while promoting best practices.
• Maintain and create clear knowledge base documentation and user guides.
• Support cybersecurity awareness by identifying and escalating potential threats (e.g., phishing, unauthorized access).

Do you have experience in macOS?, * Basic knowledge of networking protocols, IP addressing, DNS, and DHCP. * Hands-on experience with Windows 10/11, macOS, and Office 365 environments.

• Strong understanding of remote support tools (e.g., AnyDesk, TeamViewer, orSCCM). * Familiarity with Active Directory, Azure AD, Intune/MDM solutions, and VPNs.
• Proficient in troubleshooting email clients (Outlook, Gmail) and productivity tools. * Understanding of ticketing systems like Jira, ServiceNow, or Freshdesk.
• Strong hardware troubleshooting skills (RAM, SSDs, display issues, connectivity). * Familiarity with endpoint security solutions and basic data backup methods.
• Excellent interpersonal, time management, and documentation skills.

Preferred Qualifications:

• 1-2 years of relevant IT support or desktop support experience.
• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified are a plus.
• Exposure to cloud-first or hybrid working environments.
• Strong customer service mindset with an eagerness to learn and grow.