Desktop Support Specialist

Role overview

SISL Global is looking for a Desktop Support Specialist to handle end-user support and onsite/remote technical operations for desktop and workplace technology. The role centers on troubleshooting Windows environments, supporting Microsoft 365 and related desktop applications, and keeping hardware, devices, and site support activities running smoothly.

Technical environment

The position involves hands-on support for Windows 10 and 11, Microsoft Active Directory, Group Policy Objects (GPOs), Microsoft Office 365, PC hardware setup and repair, and helpdesk ticketing platforms. It also requires familiarity with ITSM tools, with strong practical experience in ServiceNow.

Candidates should also understand common network components such as switches, routers, firewalls, wireless access points, wireless controllers, servers, and multiplexers. Support coverage extends to mobile device management for iOS and Android, enterprise encryption tools, and Windows laptop/PC administration through Active Directory. Basic knowledge of Mac operating systems is also needed to assist Apple computer users.

Responsibilities

The specialist will provide first- and second-line support to users, diagnose and resolve incidents, and keep stakeholders informed about status and resolution progress. The role includes working with vendors on complex antivirus-related issues, maintaining accurate ticket notes, and handling installs, upgrades, and troubleshooting for Windows, Microsoft Office 365, Cisco Jabber, printers, and other approved desktop software.

Other duties include preventive maintenance for computers, laptops, and printers; repairs of desktops, laptops, printers, and authorized peripherals; and use of diagnostic tools to identify issues with network connectivity and workstation hardware or software.

The role also covers broader IT support across networks, servers, audio/visual systems, smart devices, and telecom equipment. The work environment is project-driven and requires adaptability, collaboration, and the ability to take on additional duties when needed.

Additional operational responsibilities include owning procurement for new in-scope hardware such as desktops and laptops, deploying and managing approved hardware and software, supporting remote site network operations across LAN and WAN environments, and assisting with monitoring, incident analysis, escalation, security tasks, and capacity planning.

The role further includes Level 2 break/fix support for end-user hardware and software through the Service Desk, maintaining asset inventories with tagging and records, supporting technical infrastructure at remote sites, documenting site support procedures in the operations manual, coordinating with suppliers and third-party support teams, and arranging on-site visits with end users or site staff for incident response, service requests, and security remediation.

Requirements

Applicants should have strong analytical thinking, troubleshooting ability, and practical problem-solving skills. A solid working knowledge of desktop support tools and IT service processes is essential, along with hands-on experience in ServiceNow.

The role requires someone who can communicate fluently in English and is also comfortable using the local language. The candidate should be able to work effectively in a flexible, team-oriented, project-based environment.

Experience with Windows desktops and laptops, Microsoft 365, Active Directory, GPOs, printers, hardware repair, mobile device management, and basic network concepts is important. Familiarity with Mac support, remote site support, and coordination with vendors and third parties will also be useful.

Additional information

No stipend or salary amount has been specified. The posting is for a full-time position based in Frankfurt, Hesse, Germany, with remote working indicated.

No opening count, education requirement, start date, duration, or application deadline has been provided.

There are no separate perks or eligibility details listed beyond the language and technical expectations described above.

Terms and conditions

The job content suggests that the selected person may be asked to handle other duties as assigned and to coordinate with internal teams, suppliers, and third-party support groups until issues are closed.

Security-related remediation visits, maintenance, procurement, and warranty coordination may also form part of the ongoing service responsibilities.