IT Onsite Engineer

As a Senior On-Site Technology Support Specialist, you will provide first-class on-site technical support to employees across the region, ensuring reliable use of devices, applications, audio-visual systems, and core workplace technologies. You will act as an escalation point for complex technical issues, mentor junior analysts, and lead operational support activities including incident management, ticket queue oversight, and technology service improvements.

You will be a key driver in enhancing customer satisfaction, first-time resolution rates, and operational consistency across the support organization.

Key ResponsibilitiesOperational Support & Incident Management

• Diagnose, resolve, and close on-site and remote incidents with ownership through resolution.
• Serve as the primary escalation point for complex or sensitive support issues.
• Manage ticket distribution, prioritization, and workload balancing for the local team.
• Ensure active, timely communication and status updates to colleagues.
• Maintain consistent service desk phone coverage during operational hours.
• Support desktop environments (Windows, macOS, virtualized desktops), mobile devices, and core business applications.
• Perform imaging, deployment, and installation of workstations and peripherals.
• Maintain and update the asset management database.

Audio-Visual & Unified Communications Support

• Support and troubleshoot AV systems, including video/audio conferencing, controllers, projectors, and meeting-room technologies.
• Serve as the primary point of contact for on-site AV and mobile vendor relationships.

Leadership & Continuous Improvement

• Provide training, guidance, and technical assistance to other support team members.
• Lead daily huddles to ensure proper ticket distribution and alignment with team objectives.
• Participate in quarterly evaluations and skill development planning for team members.
• Identify opportunities to improve support processes, efficiency, and customer experience.
• Represent the on-site technology support team in global or regional project meetings.
• Study support metrics and recommend improvements aligned with team goals.
• Provide weekly status updates to leadership.

Cross-Functional Collaboration

• Collaborate with senior engineers and other technology teams on infrastructure, networking, and complex troubleshooting.
• Assist with vendor management for AV systems, mobile devices, and related services.
• Participate in an on-call rotation as needed.

• Minimum 3 years' experience in a service desk or technical support role within a global organization (1,000+ employees preferred).
• Strong incident management experience with demonstrated ownership and accountability.
• Excellent customer service and communication skills.
• Ability to work independently, prioritize effectively, and meet tight deadlines.
• Experience supporting:
• Windows 10/11 Enterprise, macOS
• Office 365 / Microsoft 365 (Teams, SharePoint, OneDrive, Exchange admin centers)
• Active Directory administration
• SCCM (Microsoft System Center Configuration Manager)
• Virtual desktop environments (AWS, Azure VMware Solutions/AVS)
• Mobile devices (iOS/Android), ideally with Cisco Meraki MDM or JAMF
• Unified Communications systems (desk phones, voicemail, softphone tools)
• Experience troubleshooting network connectivity, VPN, MFA/identity solutions (e.g., RSA tokens).
• Experience collaborating with vendors/3rd parties (AV, mobile, printing, facilities tech).
• Strong leadership, decision-making, and documentation skills.
• ITIL Foundation Certification (v3 or higher).

Preferred Qualifications

• Experience mentoring or guiding junior analysts.
• Experience supporting Zoom Rooms or similar advanced conferencing solutions.
• Background supporting SaaS, thin clients, or hybrid cloud environments., * Do you have hands-on experience with Microsoft Intune? Please mention specific tasks
• How do you troubleshoot issues in Microsoft Teams or Outlook when a user reports it is not working?
• Have you handled L2/L3 support tickets? Which ticketing tools have you used (e.g., ServiceNow, Jira)?
• How do you prioritize and manage multiple high-priority (P1) incidents at the same time?
• Do you have experience supporting VIP users or mentoring junior team members? Please explain briefly.

Job Types: Full-time, Permanent

Pay: €35.000,00 - €40.000,00 per year