IT Support Technician L1 (On-site) – Mainz

About the role

We are looking for an experienced IT Support Technician (L1) to provide on‑site deskside assistance at our Mainz office. You will be the first point of contact for hardware, software and connectivity issues, ensuring smooth daily operations for all end‑users.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software and network problems.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging and vendor hardware replacements.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and deskside support for MS Office, Outlook, VPN clients and other EUC tools.
• Enforce security protocols, antivirus monitoring and desktop policy compliance.
• Offer VIP support and act as primary onsite contact during critical escalations.
• Support printers, scanners and peripheral devices, handling routine maintenance.
• Assist with Active Directory tasks, basic user account management and smart‑hands support.
• Document incident resolutions, hardware inventory and technical guides.
• Work with Windows OS environments, mobile devices and basic Mac handling.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• More than 3 years of hands‑on IT support experience (L1/L2).
• Strong knowledge of Windows operating systems and basic macOS support.
• Familiarity with ITIL processes and on‑site deskside assistance.

Required skills

• Desktop and laptop troubleshooting.
• IMAC procedures.
• SCCM, Microsoft Intune.
• ServiceNow ticketing.
• MS Office, Outlook, VPN clients.
• Antivirus and security patch management.
• Printer and peripheral device support.
• Active Directory user management.
• Windows OS, mobile device support, basic Mac handling.
• ITIL incident and problem management.

What we offer

• One‑year freelance B2B contract with the possibility of extension.
• On‑site work in a modern office environment in Mainz.
• Opportunities to work with leading enterprise management tools.