- Company Name
- Sharp Brains Recruitment
- Job Title
- Information Technology Support Technician
- Job Description
-
**Job Title:**
Information Technology Support Technician
**Role Summary:**
Provides end‑to‑end desktop and laptop support in a corporate environment, handling hardware, software, connectivity, and peripheral issues. Performs IMAC activities, device lifecycle management, and VIP escalation support while adhering to ITIL processes and security policies. Works on‑demand for a 1‑year B2B/freelance contract, delivering services in both German and English (B2 level).
**Expectations:**
- Fluent in German and English (minimum B2 certification).
- Available on an on‑demand schedule, covering up to 5 days per week as needed.
- Maintain high‑quality incident resolution and documentation.
- Follow ITIL best practices for incident, problem, and request management.
- Ensure compliance with corporate security standards and service‑level agreements.
**Key Responsibilities:**
- Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, scanners, and peripherals.
- Execute IMAC (Install, Move, Add, Change) tasks and break/fix operations.
- Manage device lifecycle: configuration, patching, OS imaging, and vendor hardware replacements.
- Use SCCM, Intune, and ServiceNow for asset tracking, ticket handling, and remote assistance.
- Administer approved software installations, updates, and security patches.
- Provide remote and deskside support for Windows, macOS, mobile devices, MS Office, Outlook, and VPN clients.
- Enforce security protocols, antivirus monitoring, and desktop policies.
- Deliver VIP support and act as primary onsite contact during critical escalations/outages.
- Perform basic Active Directory user account management and smart‑hands tasks.
- Maintain accurate documentation of incidents, hardware inventory, and technical guides.
**Required Skills:**
- Strong knowledge of Windows OS environments; basic macOS handling.
- Experience with SCCM, Microsoft Intune, ServiceNow, and EUC remote support tools.
- Proficiency in IMIM (Install, Move, Add, Change) processes and device imaging.
- Familiarity with Active Directory, user account provisioning, and security patch management.
- Ability to support printers, scanners, and other peripherals.
- Understanding of ITIL incident/problem/request management.
- Excellent troubleshooting, communication, and customer‑service skills.
**Required Education & Certifications:**
- Secondary education or higher (e.g., high school diploma, associate degree in IT or related field).
- ITIL Foundation certification (preferred).
- B2 level certification in German and English.
- Relevant technical certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+) are a plus.