Freelance IT Support Technician L1 & L2 (m/w/d)

About the Company

Everience is an international consulting group focused on AI-enhanced digital services, with people at the centre of its approach. The company operates across Europe, Africa, Asia, and America and provides a challenging environment for around 4,000 employees to grow their expertise, explore emerging AI-driven roles, and strengthen long-term career prospects.

Its Symbiotic Academy serves as a dedicated learning and collaboration space where employees can train, apply what they learn in practice, and exchange ideas while developing knowledge in artificial intelligence and data. In line with its mission of bringing humans and AI together at work, Everience promotes the idea of the augmented employee as a key part of a new symbiotic era in which technology expands talent and creates fresh career paths.

Role Overview

This freelance onsite IT support role involves delivering L1 and L2 technical assistance to end users and workplace systems in Düsseldorf.

Key Duties

• Deliver in-person technical assistance for hardware, software, and connectivity-related issues.
• Set up, configure, and maintain desktops, laptops, printers, and mobile devices.
• Resolve issues related to Windows, Microsoft 365, and standard business applications.
• Administer user access, permissions, and accounts in Active Directory.
• Handle service desk requests and work toward resolution within agreed SLA timelines.
• Support conference room systems and audiovisual equipment.
• Carry out initial troubleshooting for LAN and Wi‑Fi problems.
• Record incidents, fixes, and operational procedures clearly.

Qualifications and Requirements

• Strong working knowledge of end-user workplace technologies, including Windows, Office 365, mobile services, mail systems, collaboration platforms, Microsoft Teams, and inventory processes.
• Ability to monitor production environments and track dashboards and KPIs.
• Experience improving procedures and maintaining documentation.
• Familiarity with incident and request handling in an ITIL-based ticketing workflow.
• Background in IT support within a large enterprise environment with more than 400 users.
• Minimum 1 year of onsite support and customer service experience.
• Good client-facing attitude, strong interpersonal abilities, service mindset, active listening, and analytical thinking.
• Team-oriented, self-driven, well organized, pragmatic, and comfortable with hands-on work.
• Fluent German and English are required; French is an advantage.

Additional Information

This opportunity is open to all qualified candidates regardless of gender. Applications are also welcomed from people with disabilities.