End User Support Engineer

The End User Support Engineer is responsible for the installation, maintenance, and operational support of all end-user IT equipment and workplace technologies, including laptops, desktops, printers, peripherals, and collaboration tools. This role ensures stable and efficient IT operations, providing direct on-site support to employees and maintaining the reliability of all end-user computing systems. Reporting to the Infrastructure Lead, the engineer acts as the primary technical interface for office users, handling incidents, service requests, and small-scale infrastructure improvements in coordination with central IT and vendor teams., End User Device Support

• Install, configure, and maintain laptops, desktops, thin clients, and mobile devices.
• Support and troubleshoot Windows 10/11, macOS, and Citrix-based work environments.
• Perform OS imaging, driver updates, hardware upgrades (RAM/SSD), and BIOS configuration.
• Enforce endpoint security standards (BitLocker, antivirus, patching).
• Maintain and document asset lifecycle including onboarding and offboarding.

Printer & Peripheral Management

• Deploy and manage network printers, multifunction devices (MFDs), and scanners.
• Configure print queues and troubleshoot connectivity, driver, or print-server issues.
• Maintain consumables, monitor print activity, and coordinate repairs with vendors.
• Ensure smooth operation of all office printing infrastructure.

User Support & Troubleshooting

• Act as first point of contact for all IT-related user issues and requests.
• Diagnose and resolve incidents related to hardware, software, and network access.
• Support collaboration tools - Microsoft 365, Outlook, Teams, and SharePoint.
• Troubleshoot VPN, Wi-Fi, and LAN connectivity problems.
• Provide assistance with meeting room setups (Teams Rooms, projectors, webcams, displays).

Account & Access Management

• Create and manage Active Directory user accounts, password resets, and group policies.
• Administer Microsoft 365 accounts, licenses, and MFA configurations.
• Manage SharePoint and OneDrive access permissions.
• Work with Infrastructure teams to maintain network access, VPN, and firewall rules.

Asset & Lifecycle Management

• Maintain accurate asset inventory for laptops, desktops, and peripherals.
• Manage asset tagging, tracking, replacement, and disposal.
• Conduct quarterly hardware audits and license compliance reviews.
• Support procurement activities in collaboration with IT and Finance.

Documentation & ITSM Processes

• Log and track incidents and service requests in the ITSM tool (ServiceNow, Jira, or equivalent).
• Follow ITIL-aligned processes for incident, request, and change management.
• Document configurations, fixes, and recurring issues in SharePoint knowledge base.
• Participate in root-cause analysis and service improvement initiatives.

Do you have experience in macOS?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Engineering, or equivalent technical discipline.

• 2-5 years of experience in end-user or desktop support within an enterprise IT environment.
• Strong technical understanding of Windows OS, Microsoft 365, and network troubleshooting.
• Hands-on experience with laptop hardware, printing infrastructure, and endpoint security tools.
• Familiar with ITIL service management and ticket-based support systems.
• Fluent in English; German proficiency preferred.