Desktop Support Engineer

Position Summary

We are seeking a motivated Level 1 IT Field Services Engineer to provide on-site IT support at the Sony Center in Berlin. In this role, you will deliver first-line technical support to end users, assist with laptop and mobile device onboarding/offboarding, troubleshoot hardware and software issues, and ensure a high-quality IT support experience.

The successful candidate will be dispatched to support sites across the EMEA region as required and will work closely with internal IT teams to resolve incidents and maintain IT assets.

Key Responsibilities

Provide first-level IT support to end users via phone, email, remote access, and on-site assistance.

Diagnose and resolve hardware, software, operating system, and peripheral issues.

Install, configure, and deploy laptops, desktops, mobile devices, and other IT equipment.

Perform user onboarding and offboarding activities, including device provisioning and account setup.

Support Windows operating systems, Microsoft Office applications, and standard enterprise software.

Assist with troubleshooting network connectivity and basic security-related issues.

Maintain accurate IT asset inventory, licenses, and equipment records.

Log, update, and manage incidents, service requests, and changes using ServiceNow (ITIL framework).

Collaborate with internal IT teams, vendors, and business users to ensure timely issue resolution.

Follow company IT policies, procedures, and service standards.

Required Qualifications

Fluency in English and the local language (German).

Experience providing Level 1 IT support or IT Help Desk services.

Working knowledge of:

Microsoft Windows operating systems

Microsoft Office/Microsoft 365

Standard IT hardware and peripherals

Strong troubleshooting and analytical skills.

Excellent communication and customer service skills.

Ability to work independently in an on-site support environment.

Preferred Qualifications

Experience supporting iOS and Android mobile devices.

Knowledge of Mobile Device Management (MDM) solutions.

Experience supporting Microsoft Teams Rooms and Audio/Visual (AV) conference room technologies.

Familiarity with ITIL processes and ServiceNow.

Job Types: Full-time, Contract

Ability to commute/relocate:

Berlin: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

Authorized to work in Germany?

Language:

German (Required)

Willingness to travel:

100% (Required)

Work Location: In person