Information Technology Support Engineer

Role overview

This position is for a Level 2 desktop support professional who will handle advanced technical issues for end users. The role centers on resolving complex hardware and software problems, keeping systems stable, and contributing to a smooth user experience.

Core duties

• Deliver second-line assistance for desktops, laptops, peripherals, and related software problems.
• Set up, configure, and keep operating systems, applications, and updates running properly.
• Investigate repeated incidents to identify the underlying cause and implement lasting fixes.
• Troubleshoot break/fix issues on both Windows and Mac machines.
• Support connectivity concerns across LAN, WAN, Wi-Fi, and VPN environments.
• Work closely with other IT team members on upgrades, deployments, and project work.
• Log issues, actions taken, and resolutions accurately in the ticketing system.
• Provide remote troubleshooting support for employees working from home or in the field.
• Guide and coach junior support staff when required.
• Follow internal IT standards, security practices, and compliance requirements.
• Carry out routine checks and preventive maintenance to keep equipment performing well.
• Build positive working relationships with users and focus on strong service delivery.

Qualifications and skills

The ideal candidate should have an associate’s or bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent hands-on experience. A background of 2 to 4 years in desktop support or a similar role is expected. Strong working knowledge of Windows and Mac operating systems is essential, along with comfort using Microsoft Office and other standard business applications. Experience with Active Directory, group policy management, and user account administration is important. Familiarity with remote support tools is also needed. The role calls for strong analytical thinking, solid communication skills, good interpersonal ability, and the capacity to work both independently and with a team. Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician are an added advantage.

Additional information

This is a full-time remote position based in Berlin, Germany.

No stipend or salary figure was provided in the source.