IT Support Engineer – L2 (Cologne)

About the role

The IT Support Centre L2 Technician provides second‑line technical assistance to end users across the organisation, handling hardware, software and system issues for both on‑site and remote staff in Cologne and globally.

Key responsibilities

• Document and track user requests, problems, solutions and feedback using the IT ticketing system.
• Administer Active Directory domain accounts, access rights and permissions using Azure and related tools.
• Escalate complex or unresolved incidents to higher‑level support or external vendors.
• Assist with hardware deployment, maintenance and ensure proper utilisation of equipment.
• Manage asset documentation, record new installations, site changes and configuration updates.
• Review work orders for installation, relocation, repair or removal of data communications equipment.
• Provide end‑user orientation on hardware, software and network operations.

Required profile

• Strong ability to diagnose and resolve complex technical problems promptly.
• Excellent verbal and written communication skills, able to explain technical issues to non‑technical users.
• Fluency in English.
• Professional demeanor when interacting with executives and providing “white‑glove” support.

Required skills

• Azure cloud services.
• Active Directory administration.
• Windows 10 and Windows 11 operating systems.
• Microsoft Office 365 suite (Excel, Outlook, browsers).
• Microsoft Intune.
• Citrix virtualization.
• ServiceNow ticketing platform.
• TCP/IP networking fundamentals.