Service Desk Engineer with German
About the project
Andersen is hiring a Service Desk Engineer with German for a project providing IT support and ensuring reliable workplace services in an international manufacturing environment.
Our customer is a global engineering and manufacturing organization specializing in the development and production of high-precision technical components and systems for industrial applications. The company combines engineering expertise with advanced manufacturing capabilities to deliver complex solutions that improve product performance and operational efficiency. With international operations and a strong focus on innovation, quality, and long-term partnerships, it supports customers across multiple industries.
The project is focused on providing Service Desk support for an international manufacturing environment. It includes supporting workplace services, Microsoft 365, user access, hardware, and connectivity, while ensuring stable IT operations, efficient incident resolution, and seamless collaboration with technical teams and business stakeholders.
Responsibilities
- Acting as the first point of contact for IT users.
- Handling standard Service Desk tickets independently.
- Registering, classifying, prioritizing, and updating tickets.
- Communicating with users and collecting missing details.
- Troubleshooting workplace, software, access, and connectivity issues.
- Supporting basic Microsoft 365 and Teams-related requests.
- Supporting file services and standard user access topics.
- Performing initial hardware, printer, and device triage.
- Resolving standard requests using procedures and knowledge articles.
- Escalating complex technical cases to L2 SysOps.
- Routing application, SAP, IBM, or specialist tickets properly.
- Maintaining accurate ticket documentation and resolution notes.
- Following agreed incident, request, and escalation processes.
- Supporting knowledge base updates and known-issue documentation.
Requirements
- Experience in IT user support or Service Desk for 1-2+ years.
- Experience with ticketing systems.
- Experience with Windows workplace support.
- Experience with Microsoft 365.
- Experience with Microsoft Teams support.
- Experience with Active Directory.
- Experience with Entra ID.
- Experience with VPN troubleshooting.
- Experience with printer support.
- Experience with hardware and workplace devices.
- Familiarity with ITIL processes.
- Ability to troubleshoot standard user issues.
- Ability to communicate with end users professionally.
- Ability to classify and prioritize tickets.
- Ability to work in a 24/7 shift environment.
- Readiness for occasional night and weekend on-call duties.
- Ability to escalate complex cases properly.
- Level of English – from Intermediate+ and above.
- Level of German – from Intermediate+ and above.
Nice to have
- Experience in manufacturing environment.
- Experience with international users.
- Experience with knowledge base updates.
- Experience with SLA-based support model.
Why join us
- Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
- The opportunity to change the project and/or develop expertise in an interesting business domain.
- Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
- Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
- The opportunity to earn up to an additional 1,000 USD per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
- Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
- Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
- Certification compensation (AWS, PMP, etc).
- Referral program.
- Private health insurance and compensation for sports activities.
