Information Technology Support Specialist - Team Lead

Position Overview

We are searching for a dedicated and tech-savvy Field Services Technician II to serve as the lead onsite IT support specialist at our client's Munich location. This role fits an experienced individual passionate about hands-on tech support, who enjoys independently troubleshooting issues and is committed to top-tier end-user service delivery.

Key Duties

• Deliver both onsite and remote assistance for desktops, laptops, mobile devices, and peripherals.
• Identify and fix problems related to hardware, software, operating systems, and connectivity.
• Lead daily onsite IT operations and act as the main contact for all IT support concerns.
• Collaborate with remote teams and vendors to manage and resolve intricate technical issues.
• Mentor junior technicians and visiting staff through informal guidance.
• Oversee support tickets utilizing IT service management tools like ServiceNow, ensuring timely resolution and clear user communication.
• Manage hardware deployment, upgrades, recovery tasks, and lifecycle processes including asset tagging and e-waste management.
• Maintain IT inventory, oversee equipment check-in/out, audits, and coordinate logistics related to hardware shipping and receiving.
• Support and maintain audiovisual and meeting room technologies, resolving issues and ensuring smooth operation.
• Comply with company and client policies, adhere to SOPs, and maintain precise documentation of all support procedures and inventory.

Qualifications

• Minimum high school diploma or equivalent.
• At least 3 years of experience in IT field services or desktop support roles.
• Proven ability to work autonomously and lead support functions at a single technician site.
• Strong troubleshooting skills covering a broad range of technologies including hardware, software, and network fundamentals.
• Experience with ITSM tools such as ServiceNow or Jira.

Preferred Credentials

• Associate’s Degree in IT or related discipline.
• Certifications like CompTIA A+, Network+, ITIL Foundation, or AVIXA CTS.
• Familiarity with device management tools such as JAMF, SCCM, MDT, or Intune.

Technical Expertise

• Support for Windows 10/11, macOS, and basic Linux systems.
• Proficient in troubleshooting peripherals and mobile platforms (iOS and Android).
• Knowledge of MDM solutions and AV/video conferencing platforms like Zoom and Google Meet.
• Fundamental understanding of networking concepts including IP, DNS, and DHCP.

Leadership and Soft Skills

• Excellent communication and customer service skills.
• Strong problem-solving capabilities paired with effective prioritization and time management.
• Ability to mentor team members and foster a collaborative environment.
• Detail-oriented, dependable, and adaptable professional demeanor.

Physical and Work Environment Requirements

• Capable of lifting up to 50 lbs regularly.
• Frequent physical activity including bending, crouching, and working in confined spaces.
• Onsite work required at all times with possible travel between nearby client sites.

Additional Information

Joining our team means engaging with a company that cherishes technical mastery and customer satisfaction while emphasizing mentorship and continuous improvement. You will play a vital role in elevating onsite IT operations and improving overall service quality.