Position Overview

The End User Support Engineer is responsible for the installation, maintenance, and operational support of all end-user IT equipment and workplace technologies, including laptops, desktops, printers, peripherals, and collaboration tools. This role ensures stable and efficient IT operations, providing direct on-site support to employees and maintaining the reliability of all end-user computing systems. Reporting to the Infrastructure Lead, the engineer acts as the primary technical interface for office users, handling incidents, service requests, and small-scale infrastructure improvements in coordination with central IT and vendor teams.

Key Responsibilities

End-User Device Support

• Install, configure, and maintain laptops, desktops, thin clients, and mobile devices.
• Support and troubleshoot Windows 10/11, macOS, and Citrix-based work environments.
• Perform OS imaging, driver updates, hardware upgrades (RAM/SSD), and BIOS configuration.
• Enforce endpoint security standards (BitLocker, antivirus, patching).
• Maintain and document asset lifecycle including onboarding and offboarding.

Printer & Peripheral Management

• Deploy and manage network printers, multifunction devices (MFDs), and scanners.
• Configure print queues and troubleshoot connectivity, driver, or print-server issues.
• Maintain consumables, monitor print activity, and coordinate repairs with vendors.
• Ensure smooth operation of all office printing infrastructure.

User Support & Troubleshooting

• Act as first point of contact for all IT-related user issues and requests.
• Diagnose and resolve incidents related to hardware, software, and network access.
• Support collaboration tools — Microsoft 365, Outlook, Teams, and SharePoint.
• Troubleshoot VPN, Wi-Fi, and LAN connectivity problems.
• Provide assistance with meeting room setups (Teams Rooms, projectors, webcams, displays).

Account & Access Management

• Create and manage Active Directory user accounts, password resets, and group policies.
• Administer Microsoft 365 accounts, licenses, and MFA configurations.
• Manage SharePoint and OneDrive access permissions.
• Work with Infrastructure teams to maintain network access, VPN, and firewall rules.

Asset & Lifecycle Management

• Maintain accurate asset inventory for laptops, desktops, and peripherals.
• Manage asset tagging, tracking, replacement, and disposal.
• Conduct quarterly hardware audits and license compliance reviews.
• Support procurement activities in collaboration with IT and Finance.

Documentation & ITSM Processes

• Log and track incidents and service requests in the ITSM tool (ServiceNow, Jira, or equivalent).
• Follow ITIL-aligned processes for incident, request, and change management.
• Document configurations, fixes, and recurring issues in SharePoint knowledge base.
• Participate in root-cause analysis and service improvement initiatives.

Technology Environment

Operating Systems & Platforms

• End-User Devices: Windows 10/11, macOS, iOS, Android
• Virtualization: Citrix Virtual Apps / Desktops, VMware Horizon
• Collaboration: Microsoft 365, Outlook, Teams, SharePoint, OneDrive
• Network Services: DHCP, DNS, VPN, Print Server, Proxy
• Printing: HP, Canon, Xerox MFDs with Windows Print Server
• Device Management: Intune, SCCM, or Lansweeper for inventory and patching

Hardware & Support Tools

• End-User Hardware: HP, Dell, Lenovo ThinkPad series
• Printers / MFDs: HP LaserJet, Canon iR, Xerox AltaLink
• Monitoring & Management: Intune Admin Center, SCCM Console, ITSM Client
• Remote Support Tools: TeamViewer, RDP, Quick Assist, Citrix Director
• Backup & Restore: OneDrive Sync, Acronis, Windows System Restore

Scripting & Configuration

• System Automation: PowerShell, VBScript
• Network Diagnostics: CMD tools (ping, tracert, nslookup)
• Device Management: Intune, Group Policy (GPO), SCCM
• Reporting: Excel, Power BI (asset & incident reports), SQL queries

Infrastructure Environment

• Active Directory / GPO Administration
• Office 365 Tenant Management (Exchange Online, Teams, SharePoint)
• Endpoint Protection: Microsoft Defender, ESET / Sophos, BitLocker
• Connectivity: LAN, Wi-Fi, VPN (Cisco AnyConnect / FortiClient)
• File Services: Windows File Server, SharePoint Online
• Incident Management: ITSM / ServiceNow / Jira

Qualifications

• Bachelor’s degree in Information Technology, Computer Engineering, or equivalent technical discipline.
• 2–5 years of experience in end-user or desktop support within an enterprise IT environment.
• Strong technical understanding of Windows OS, Microsoft 365, and network troubleshooting.
• Hands-on experience with laptop hardware, printing infrastructure, and endpoint security tools.
• Familiar with ITIL service management and ticket-based support systems.
• Fluent in English; German proficiency preferred.

Core Competencies

• Excellent troubleshooting and communication skills.
• Strong customer-service orientation and reliability.
• Detail-oriented with accurate documentation habits.
• Collaborative and proactive in problem resolution.
• Capable of managing multiple support priorities simultaneously.

Why This Role Matters

Reporting to the Infrastructure Lead, the End User Support Engineer plays a central role in maintaining a secure, efficient, and responsive workplace IT environment. By ensuring smooth operation of laptops, desktops, printers, and collaboration tools, this role directly supports organizational productivity and user satisfaction.