Onsite IT Support Engineer

• Provide onsite IT support services at the designated customer location.
• Manage and resolve tickets assigned via ServiceNow or other ITSM tools requiring onsite intervention.
• Log ticket updates, including progress and closure status, within the ITSM system.
• Support new joiner and leaver activities, including workstation setup and decommissioning.
• Perform routine maintenance and health checks of IT infrastructure (e.g., wireless access points, routers, endpoint devices).
• Execute IMAC activities (Install, Move, Add, Change).
• Maintain accurate records of incidents, asset movements, and onsite activities.
• Provide regular reporting on ticket volume, SLA adherence, and support performance.
• Ensure proper documentation, including System Maintenance & Technical Documentation (SMTD) and Execution Process Documentation (EPD).
• Support transition activities from the existing service provider and ensure smooth knowledge transfer.
• Maintain continuous service delivery tailored to site-specific requirements after transition completion.

Service & Operational Expectations

• Deliver professional, courteous, and business-oriented support to end users.
• Ensure timely onsite presence and consistent service coverage.
• Work 8 hours per day (excluding breaks and travel time), aligned with customer site requirements.
• Support is limited to logged tickets; additional effort will be aligned and planned where necessary.
• Tools and laptop will be provided onsite and remain at the customer location.
• Service scope includes manpower and standard workstation environment (Microsoft OS and MS Office).

We are seeking a professional and customer-focused Onsite IT Support Technician to deliver dedicated IT support services to a client site in Ennepetal, Germany. The role operates within a site-specific management model and requires strong technical, communication, and organizational skills., * Proven experience in onsite IT support or desktop support roles.

• Strong knowledge of ITSM tools (e.g., ServiceNow).
• Experience with endpoint support, basic network troubleshooting, and hardware maintenance.
• Professional communication skills and customer service orientation., * Which ITSM tools have you worked with? (e.g., ServiceNow, Remedy, Jira, etc.)
• Describe your experience with IMAC activities (Install, Move, Add, Change).
• Have you performed basic network troubleshooting (e.g., router resets, Wi-Fi access point checks, IP configuration)?

Language:

• German & English (Required)

Job Types: Full-time, Contract Contract length: 12 months

Pay: 3.700,00€ - 4.000,00€ per month