L2 Desktop Support Technician

Role overview

We are looking for a proactive Desktop Support Technician at L2 level to handle everyday local and remote desktop support in Frankfurt, Hesse, Germany. This role involves answering inbound support calls, guiding users through issues, and recording the troubleshooting actions taken to resolve hardware, software, and application-related problems in a ticketing platform. You will help drive customer issue resolution, coordinate with supervisors and managers when needed, and support consistent service delivery across all IT Support Center shifts.

The position focuses on break/fix work, fault isolation, and resolution for a range of desktop environments. You will analyze issues across core operating systems and platforms, and provide support for approved desktop applications. The ideal profile includes 1–2 years of hands-on Windows desktop support experience.

Key duties

• Act as the first or second point of contact for end-user technical issues and provide effective problem resolution.
• Support customers by taking inbound calls, troubleshooting concerns, and documenting each step taken in the ticketing system.
• Work with third-party vendors when complex antivirus-related issues need additional remediation.
• Keep users informed with clear, timely updates on issue progress and final resolution.
• Maintain accurate ticket records for every incident reported.
• Install, update, support, and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop software.
• Provide basic support for Mac operating systems and assist Apple PC users.
• Set up, troubleshoot, and maintain printers and computer hardware.
• Carry out routine preventive maintenance on desktops, laptops, and printers.
• Use analytical and troubleshooting skills to identify root causes and resolve problems efficiently.
• Manage multiple priorities, work to SLA targets, and adapt to a changing environment.
• Communicate well and build strong working relationships with internal users and teams.

Technical requirements

You should be comfortable supporting Windows 7 through Windows 11, Microsoft Active Directory, Group Policy Objects, Microsoft Office 365, PC hardware installation and repair, enterprise antivirus tools, and helpdesk ticketing systems. Experience with mobile device management for iOS and Android, enterprise encryption solutions, and Windows PC/laptop administration through Active Directory is also expected.

Additional information

This opportunity suits someone who is adaptable, flexible, and comfortable working in a fast-moving IT environment. Excis Compliance offers the chance to join a global team with a focus on innovation, collaboration, advanced technologies, and long-term career growth in IT support, network engineering, and related areas.

Benefits

Join a growing international team that values collaboration and innovation, work on modern technologies and projects, and explore career development opportunities across IT support, network engineering, and more.

Candidate profile

Suitable candidates will bring practical Windows desktop support experience, strong troubleshooting ability, clear communication skills, and the capacity to work effectively under pressure while maintaining service quality.