Desktop Support Technician
Brainotech IT Solutions GmbH is a global leader in providing comprehensive IT and network solutions tailored to the specific needs of diverse industries. With a strong focus on regulated IT support services, Brainotech offers end-to-end technological solutions, including consultancy, data solutions, and maintenance services. Supported by a global network of expert IT engineers, we specialize in areas such as secure media destruction, IT asset disposal, remote support, and 24/7 global maintenance services. Our innovative approach and technical expertise empower clients to meet evolving technology needs and achieve sustained business growth.
Role Description
This is an on-site, contract role for a Desktop Support Technician located in Metz. The Desktop Support Technician will be responsible for providing technical support, troubleshooting hardware and software issues, maintaining desktop computers, ensuring printer support, and performing computer repairs. The technician will work closely with the team to deliver reliable and effective IT support.
Key Responsibilities
Functional
- Provide first- and second-level technical support for end-user issues
- Troubleshoot hardware, software, and application-related problems.
- Perform break-fix support, fault diagnosis, and resolution
Operational / Delivery
- Manage and resolve tickets within defined SLAs
- Install, configure, and maintain Windows systems and applications
- Support desktop/laptop hardware, printers, and peripheral devices
Governance & Process
- Maintain accurate documentation of incidents and resolutions
- Ensure adherence to IT support standards and procedures
- Follow escalation processes for complex technical issues
Stakeholder Management
- Communicate effectively with end-users and internal teams
- Coordinate with vendors for issue resolution (e.g., antivirus, hardware)
- Provide status updates to supervisors and management
- Timely resolution of IT support tickets
- Accurate ticket documentation and reporting
- System uptime and user satisfaction
- Preventative maintenance execution
- Strong knowledge of Windows 11 and Microsoft Office 365
- Experience with Active Directory and Group Policy (GPOs)
- Hardware troubleshooting and installation expertise
- Basic knowledge of Mac OS support
- Understanding of networking, servers, and IT infrastructure
- Strong analytical and problem-solving skills
- Excellent communication and customer service abilities
- Ability to multitask and work in a fast-paced environment
Preferred Experience
- 2–3 years of experience in desktop support or IT helpdesk roles
- Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP)
- Experience with ticketing systems and enterprise environments
Success Measures
- SLA adherence and ticket resolution time