Desktop Engineer L1

About the Role

• Perform incident resolution and service request fulfillment activities in accordance with defined procedures and SLAs.
• Provide hands-and-eyes support for network, server, telecommunications, and infrastructure devices under the guidance of remote support teams.
• Act as the local onsite contact for Smart Hands activities and coordinate effectively with remote support teams.
• Contribute to service quality, operational excellence, and continuous improvement initiatives.
• Own and coordinate end-to-end Field Services delivery for assigned sites, ensuring service quality, SLA compliance, asset governance, operational readiness and continuous service improvement.
• Support experience in manufacturing plants, factory, warehouse.
• Provide support during local business hours and after-hours support for critical incidents and planned activities, as per the contract.
• Support audit, security, risk and compliance activities at the supported site, as required.

Key Responsibilities

• Assist remote teams with basic troubleshooting, health checks, connectivity verification, device status validation, equipment reboot, and physical inspection activities.
• Support IMACD (Install, Move, Add, Change, and Dispose) activities for approved IT assets and infrastructure devices for laptop, desktop part of Daas scope (HPI OEM).
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT-related issues if no other IT support team is unavailable.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support deployment, replacement, refresh, relocation, collection, and decommissioning activities for IT equipment (laptop, desktops).
• Maintain asset, inventory, procurement and device information in approved IT service management and asset management tools.
• Support printers, scanners, meeting room devices, collaboration equipment, and approved IT peripherals.
• Coordinate with Service Desk and resolver groups to ensure timely incident resolution and service restoration.
• Participate in major incidents and provide onsite support when physical intervention is required.
• Support local technology projects and business activities requiring onsite IT presence.
• Adhere to company security, safety, compliance, confidentiality, ITAR, and Export Control requirements applicable to the supported site.
• Provide limited application support requiring physical onsite intervention, as per the existing site support model.

Requirements & Tech Stack

• Experience in Smart Hands Support, Field Services, Desktop Support, Infrastructure Support, or a related IT support role.
• Basic L1 knowledge of:
• Network technologies (switches, routers, wireless access points, connectivity troubleshooting)
• Server infrastructure and hardware components
• End User Computing (EUC) devices and peripherals
• Knowledge of Windows operating systems, Microsoft Office, remote support tools, and collaboration platforms.
• Experience working with IT Service Management tools such as ServiceNow or equivalent.
• Understanding of Incident, Service Request, Change, Asset, and Problem Management processes.
• Ability to perform basic troubleshooting and work with remote technical teams to resolve infrastructure-related issues.
• Good communication, customer service, and coordination skills.
• Understanding ITIL service management principles is desirable.
• Proficiency in German (preferably at C1 level or higher).