Desktop Support Engineer

About Blupace Tech

Blupace Tech, established in 2008, is a global IT development firm with over 160 experts working across several countries including the UK, India, Australia, UAE, USA, and Europe. The company focuses on creating innovative software solutions for businesses, specializing in web and mobile apps, e-commerce, and data analytics, while maintaining a strong commitment to quality service and continuous improvement.

Position Overview

We are seeking a Desktop Support Engineer for BAND 2 positions in Germany with at least 2 years of relevant experience and minimum language proficiency of B1/B2. Note that sponsorship is not provided for this role. Work locations include multiple cities across Germany such as Sindelfingen, Bremen, Berlin, Germersheim, Hamburg, Ludwigsfelde, Rastatt, Stuttgart, Kamenz, and Koelleda.

Key Responsibilities

• Deliver first- and second-level technical support for hardware, software, and network issues via multiple communication channels including phone, email, remote access, and onsite visits.
• Install, configure, and maintain desktop computers, laptops, printers, monitors, and related peripherals according to corporate standards.
• Handle user administration tasks including account setup, profile management, and permissions within Active Directory and Microsoft 365.
• Deploy and image new devices using endpoint management solutions such as SCCM or Intune.
• Troubleshoot and resolve problems related to Windows 10/11 OS, Microsoft Office suite, and other third-party applications.
• Keep precise records of incidents, service requests, and asset inventories using ITSM platforms such as ServiceNow or Jira Service Management.
• Support hardware refresh processes, including secure decommissioning and data disposal.
• Assist with user onboarding and offboarding to ensure timely equipment provisioning and access control.
• Work collaboratively with IT infrastructure and security teams to escalate complex issues and participate in problem-solving initiatives.
• Maintain and update technical documentation, including standard operating procedures and knowledge base articles.
• Follow ITIL best practices and contribute to ongoing service improvements.
• Provide escalation support to junior technicians, offering coaching and guidance when necessary.

Required Technical Skills & Experience

• A minimum of two years in a desktop or IT support role within a corporate environment.
• Strong proficiency with Windows 10/11 and Microsoft 365 applications like Teams, SharePoint, OneDrive, and Outlook.
• Experience managing Active Directory, Group Policy, and cloud identity services such as Azure AD or Entra ID.
• Hands-on with endpoint management technologies like Microsoft Intune and SCCM.
• Familiarity with IT service management systems such as ServiceNow, Freshservice, or Jira Service Management.
• Basic networking knowledge covering TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
• Additional experience with MacOS or mobile device management considered a plus.
• Understanding of ITIL principles; an ITIL Foundation certification is advantageous.
• Certifications such as CompTIA A+ or Microsoft certifications including MD-102 or MS-900 are beneficial.

Soft Skills and Attributes

• Strong verbal and written communication skills, capable of explaining technical information clearly to non-technical users.
• A customer-focused and proactive approach to support with empathy and dedication.
• Excellent problem-solving abilities and the capability to perform well under pressure.
• Highly organized with effective time management and the ability to juggle multiple priorities.
• Self-driven, capable of working independently as well as collaboratively within a team.
• A commitment to continuous professional development and staying updated on new technologies.