About the job

• Job Description – Deskside Field Support Engineer (L2)Position DetailsRole: Deskside Field Support Engineer – L2Location: Bad Homburg, GermanyWork Type: Full-Time / OnsiteExperience Required: 5+ YearsLanguage Requirements:English: Proficient
• German: Minimum B2; C1 preferred
• Strong verbal and written communication skills
• Work Authorization:Valid German work permit for at least 2 years preferred
• EU citizenship is an advantage

Job OverviewWe are looking for an experienced L2 Deskside Field Support Engineer to provide onsite IT support to end users and ensure the smooth operation of desktop, hardware, software, network, and workplace IT services.The engineer will work closely with Site IT Leads, Business Unit IT Leads, Regional Desktop Leads, vendors, and remote support teams to resolve incidents, support deployments, manage IT assets, and maintain service quality.

• Key ResponsibilitiesDeskside & End-User SupportProvide L2 onsite desktop support for Windows operating systems, software applications, and IT support tools.
• Troubleshoot computer hardware, memory modules, laptops, desktops, printers, and peripherals.
• Install, configure, upgrade, and troubleshoot hardware and software.
• Image and re-image new and existing computers and laptops.
• Install and uninstall software, hardware, computers, and peripherals.
• Add, remove, and troubleshoot printers.
• Perform initial virus/malware troubleshooting and escalate security incidents when required.
• Support IT requirements related to office relocations and IT deployments.
• Coordinate with hardware and software vendors for issue resolution.
• Network & Infrastructure SupportPerform basic troubleshooting of end-user network devices and security-related issues.
• Support basic troubleshooting of network and data-center-related equipment, including:
• Network cabling
• Power-related issues
• UPS
• PACs
• Other supporting infrastructure
• Assist with basic Audio/Visual and Telephony equipment troubleshooting.
• Application & Software SupportSupport software installation and management.
• Install, configure, and perform basic troubleshooting of GxP applications.
• Coordinate with application vendors to troubleshoot and resolve GxP-related issues.
• Support mobile devices based on the approved customer SOPs and procedures.
• IT Asset ManagementManage IT asset inventory using the available asset-management tool or manual Excel records.
• Receive new IT equipment and apply the appropriate asset tags.
• Record asset details and inventory information in the asset database/spreadsheet.
• Maintain accurate asset lifecycle records.
• During retirement:
• Technically wipe the device.
• Remove the device from Active Directory.
• Move the equipment to the appropriate SWAP, disposal, or e-recycling process.
• Update assets as Retired / End of Life (EoL) in the maintained inventory records.
• Share required asset reports with the respective location leads.
• Coordination & ReportingCollaborate with Site IT Leads, Business Unit IT Leads, and Regional Desktop Leads.
• Maintain transparency of service quality through meetings, trends, reports, plans, and narratives.
• Work with site teams to support local applications and business requirements.
• Lead assigned IT tasks and complete them within agreed timelines.
• Prepare and provide management-level reports where required.
• Coordinate with remote teams, vendors, and business stakeholders for issue resolution.
• Security & ComplianceFollow the organization's Information Security Policies and Procedures.
• Ensure all solutions and support activities comply with security requirements.
• Handle end-user issues while following approved security and operational procedures.

• Required Skills & Experience5+ years of relevant L2 Deskside / Desktop Support experience.
• Strong experience in enterprise end-user support environments.
• Excellent troubleshooting skills across hardware, software, Windows OS, peripherals, and workplace IT.
• Experience with imaging, software deployment, hardware replacement, and asset management.
• Basic understanding of networking, cabling, UPS/PACs, AV, and telephony systems.
• Experience with IT asset lifecycle management.
• Familiarity with GxP applications and regulated environments is required.
• Strong documentation and reporting skills.
• Good stakeholder and vendor coordination experience.
• German language: Minimum B2; C1 preferred.
• English: Strong/proficient communication skills.
• Must be able to work independently onsite and as part of a distributed IT support team.
• German work authorization valid for at least 2 years preferred; EU citizenship is an advantage.

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