IT Support Engineer

Fortray Global is hiring IT Support Engineers (L1) for a full-time onsite role in Munich, Germany. Candidates must have B2-level English and German. Valid work authorization that allows full-time employment is required. This is a contractual role up to 1 year (extendable). It is a B2B contract.

We are looking for a proactive and customer-oriented IT Support (L1) to join our IT team. This role provides first-level technical support and troubleshooting for end users across the organization. You will work with a variety of hardware, software, and cloud tools in a fast-paced, hybrid environment, ensuring seamless technical operations and outstanding user experience., * Provide Tier 1 support for desktops, laptops, mobile devices, peripherals, video conferencing 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, or SCCM).
• 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. ________________________________________