Desktop Engineer L2 in Ratingen

• Provide advanced support for desktops, laptops, mobile devices, and tablets.
• Diagnose and resolve complex hardware and software issues.
• Perform break-fix activities and root cause analysis for end-user devices.
• Deliver IMAC (Install, Move, Add, and Change) services for workplace technology assets.
• Handle device staging, imaging, configuration, deployment, and refresh activities.
• Support device mail-in, swap, replacement, and recovery processes.

Key Responsibilities

End-User Computing Support

• Provide advanced support for desktops, laptops, mobile devices, and tablets.
• Diagnose and resolve complex hardware and software issues.
• Perform break-fix activities and root cause analysis for end-user devices.
• Deliver IMAC (Install, Move, Add, and Change) services for workplace technology assets.
• Handle device staging, imaging, configuration, deployment, and refresh activities.
• Support device mail-in, swap, replacement, and recovery processes.

Asset & Lifecycle Management

• Maintain accurate hardware and software asset inventories.
• Manage asset tracking, allocation, recovery, and disposal activities.
• Coordinate depot operations and device logistics.
• Ensure compliance with asset management and lifecycle standards.

Infrastructure & Network Support

• Troubleshoot Server , Storage and network connectivity issues affecting users and workplace systems.
• Provide smart-hands support for Server , Storage and network devices, including switches, routers, and wireless equipment.
• Deliver server smart-hands support, including basic troubleshooting, hardware checks, and coordination with remote teams.
• Support Data Centre, MER (Main Equipment Room), and SER (Satellite Equipment Room) operations.
• Perform cabling, patching, labelling, and connectivity verification activities.

Collaboration & Peripheral Support

• Support printers, multifunction devices, and related peripherals.
• Maintain and troubleshoot conference room and collaboration technologies, including audio/video conferencing solutions.
• Assist users with meeting room technology setup and issue resolution.

Service Management & Documentation

• Log, track, update, and resolve incidents and service requests using ServiceNow or other ITSM platforms.
• Ensure SLA compliance and timely communication with stakeholders.
• Create and maintain technical documentation, knowledge articles, and support reports.
• Collaborate with vendors and third-party service providers for issue resolution and maintenance activities.
• Escort and coordinate external vendors within secure facilities when required.

Customer & Executive Support

• Provide white-glove/VIP support for executive users and critical business stakeholders.
• Deliver exceptional customer service and maintain professional communication with users at all organizational levels.
• Effectively communicate technical issues and resolutions in both verbal and written formats.

Qualifications & Experience

• Bachelor's degree or diploma in Information Technology, Computer Science, Electronics, or related field preferred.
• Proven experience in L2 Desktop Support, End-User Services, Workplace Services, or Onsite Support environments.
• Strong understanding of Windows operating systems, endpoint troubleshooting, networking fundamentals, and ITSM processes.
• Experience supporting enterprise collaboration and conferencing technologies.
• Ability to work independently in onsite and customer-facing environments.

Language Requirements

• English Language Proficiency: Required
• Local Language Proficiency: Preferred

Preferred Certifications

• ITIL Foundation
• Microsoft Modern Desktop Administrator / Endpoint Administrator
• CompTIA A+ or equivalent
• Network+ or equivalent networking certification

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