L2 Onsite Support Representative

Job Title: L2 Onsite Support Representative

Location: Frechen, Germany

Work mode: mostly onsite with some flexibility of remote

Language: German (Conversational level) & English

Type: Contract (1 Year)

Key Responsibilities:

Technical Support (L1/L2):

Handle tickets via ServiceNow from helpdesk or self-service portal.

Provide onsite support for hardware, software, and connectivity issues.

Escalate unresolved issues to L3 or vendors.

IMAC Services:

Install, move, add, and change IT equipment and software.

Configure email, VPN, and network settings.

Device Lifecycle Management:

Coordinate hardware refreshes and data backups.

Manage asset disposal and documentation.

User Account & Access Management:

Manage user accounts, passwords, MFA, and access controls.

Networking & Connectivity:

Troubleshoot LAN/WAN, VPN, and printer connectivity.

Peripheral Support:

Configure and troubleshoot printers, scanners, and external devices.

IT Security & Compliance:

Ensure antivirus updates, assist in audits, and enforce security policies.

Asset Management:

Track IT inventory, perform audits, and manage shipments.

Documentation & Reporting:

Maintain knowledge base and document recurring issues.

End-User Training:

Provide IT orientation and training on tools and security.

Project Support:

Assist in infrastructure deployments, office relocations, and application rollouts.