IT Support Technician Level 2

Role overview

We are hiring an experienced Level 2 IT Support Technician to join an international TechOps team in the Frankfurt area. The position is based onsite in Frankfurt am Main (Neu-Isenburg), Germany, and involves supporting around 50 end users while partnering with a broader EMEA support function.

This is a strong fit for someone who enjoys hands-on troubleshooting, working with modern workplace tools, and providing reliable support to internal users.

Assignment details

This engagement starts as an initial 6-month contract and may be extended in quarterly increments depending on business needs. The planned start date is October 2026 or January 2027.

The role requires fluency in both German and English.

Key responsibilities

• Deliver Level 2 technical assistance to users both onsite and remotely.
• Identify and fix issues related to hardware, software, printers, and peripheral devices.
• Handle incidents and service requests in ServiceNow.
• Record ticket progress, troubleshooting actions, and knowledge content in ServiceNow and Confluence.
• Work to agreed service-level targets and response expectations.
• Maintain IT hardware and software inventory records.
• Plan and carry out hardware refreshes and device replacements.
• Perform corrective maintenance and manage warranty-related follow-up with external vendors.
• Provide support for Apple devices such as MacBook Pro, iPhone, and iPad when needed.

Technology environment

The support stack includes HP notebooks and docking stations, HP and Jabra headsets, Apple MacBook Pro/iPhone/iPad devices, Ricoh network printers, Windows 11, Microsoft 365 apps and services, Microsoft Edge, Google Chrome, Adobe Reader, Adobe Acrobat DC, ServiceNow, Cisco Webex, Palo Alto SASE, and CrowdStrike Falcon Sensor. Palo Alto SASE and CrowdStrike Falcon Sensor are listed as nice-to-have technologies.

Requirements

• Prior background in Level 2 IT Support, Desktop Support, or End User Support.
• Solid working knowledge of Windows 11 and Microsoft 365.
• Experience supporting enterprise hardware and workplace technology.
• Comfort using ITSM platforms, ideally ServiceNow.
• Exposure to hardware lifecycle management and asset tracking.
• Strong diagnostic ability and a customer-focused approach.
• Fluency in German and English.

What’s offered

• Opportunity to work in an international TechOps setting.
• Collaborative environment with a wider EMEA support team.
• Modern enterprise technology landscape.

Additional information

The role is onsite in Frankfurt am Main (Neu-Isenburg), Germany. It is described as a full-time position and the contract is initially for 6 months, with possible quarterly extensions.