ABOUT COGENT NETWORKS:

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 Frankfurt, Germany, on a 1-year B2B contract. In this role, you will be responsible for delivering exceptional IT support services, managing desktop devices, troubleshooting hardware and software issues, and ensuring operational excellence at the site.

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 7 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.

• 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.
• Manage remote desktop devices using appropriate tools.
• 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.