Desktop support /deskside support

Provide end‑user support for hardware, software, and networking issues

· Install, configure, and troubleshoot computer hardware, software, and peripherals

· Walk users through application installations and device setup

· Ask targeted questions to diagnose and isolate technical issues

· Guide users using clear, step‑by‑step instructions

· Perform remote troubleshooting and test alternative solutions until resolution

· Customize and configure desktop applications to meet user needs

· Accurately log incidents, root causes, and resolutions in the ticketing system (ServiceNow)

· Ensure all issues are properly documented and tracked through closure

· Escalate unresolved issues to appropriate internal teams (e.g., Tier 2/3 support, developers)

· Prioritize and manage multiple concurrent support requests

· Follow up with users to confirm systems are fully functional after resolution

· Provide prompt, accurate communication and status updates to customers

· Report customer feedback and potential product or system improvement requests

· Refer to internal knowledge bases and external resources to deliver accurate solutions

· Assist with creating, updating, and improving technical documentation and manuals

· Maintain and support an IT environment for approximately 300 users

· Demonstrate strong problem‑solving, organization, and prioritization skills

· Communicate effectively with all levels of the organization , including office and manufacturing floor staff

· Collaborate across teams and remain resourceful to support continuous improvement

· Bring prior experience supporting users in both office and manufacturing environments

· Maintain proficiency with Windows 10 and Windows 11(Windows 7 a plus)

· Demonstrate strong skills in Microsoft 365 and Microsoft MFA

· Support Android and Apple iOS devices , including access to company data resources

ERP System = SAP

MES System = GFOS

Document Management System = DOXIS

Microsoft Shop for Office, e-Mail and Teams

Working IT support in a manufacturing facility a plus.

Bilingual required – Germany & English (shop floor team primarily native Germans)