Cogent Networks is a leading provider of IT solutions and services, dedicated to delivering high-quality technical support and infrastructure solutions to our clients across the globe. We pride ourselves on offering innovative, reliable, and customer-focused IT services that empower businesses to achieve their goals.
Job Description:
Cogent Networks is seeking an experienced EUC L1 Desktop Support Engineer to join our team in Ratingen , Germany, on a 1-year B2B contract. In this role, you will be responsible for delivering IT support services, managing desktop devices, troubleshooting hardware and software issues at the site.
Responsibilities:
- Manage desktop devices (hardware, software, and connectivity) incidents through to resolution.
- Provide standard hardware and software support for operating systems and office applications throughout the device lifecycle.
- Troubleshoot and resolve complex technical issues, including SCCM knowledge, reimaging, migrations, VPN, MDM, blue screen errors, GP updates, and OU-related tasks.
- Handle hard and soft break-fix services for laptops and desktops.
- Optimize and maintain the configuration of desktops, including patch updates, hardware replacements, and spares management.
- Analyze service desk calls and incident data to identify training requirements and potential automation solutions.
- Manage and troubleshoot issues related to OST and PST files in email clients.
- Ensure that each desktop device is installed with the appropriate image and complies with security profiles, including anti-virus monitoring.
- Provide VIP deskside support as per the contract and act as the onsite IT contact for urgent IT-related issues.
- Support and troubleshoot Microsoft Lync, VPN, mobile devices, and AD-related tasks.
- Ensure adherence to ITIL processes for incident, change, problem, and service request management.
Requirements:
- Fluency in German (local language) for both speaking and writing is required.
- Strong knowledge of Windows, MAC, iOS, and IMAC troubleshooting and deskside support.
- Expertise in SCCM, reimaging, migrations, VPN, MDM, and blue screen error troubleshooting.
- Knowledge of GP updates, OU management, OST, and PST troubleshooting is required.
- Experience with Windows 10 OS and modern operating systems.
- Expertise in asset management and VIP support is highly desirable.
- Hands-on experience with Service Management tools (e.g., ServiceNow).
- Proficiency in EUC tools, remote support tools, Microsoft Office Suite, and Outlook.
- Knowledge of Active Directory and hands-on experience with smart hands and feet support.
- Familiarity with ITIL processes, including incident, change, and problem management.
- Good understanding of VPN, Lync, and mobile device support.
- Strong interpersonal and communication skills, leadership qualities, and logical thinking.
- Associate degree (A.A.) or equivalent technical education is required; Bachelor's degree preferred.
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