L2 Helpdesk Engineer (m/w/d)

The L2 Helpdesk Engineer is the on-site IT point of contact for the Waterloo HQ office. The role resolves escalated incidents and service requests for B&C Collection and for the Falk & Ross FR and BE teams, keeps workplace technology running, and hands complex or infrastructure-level issues to the Frankfurt team with a clear diagnosis. The role is operational and follows Group IT standards. It does not set IT strategy or lead transformation projects.

KEY RESPONSIBILITIES

Support & Incident Resolution

• Own L2 incidents and requests escalated from users or L1, from first diagnosis to closure, in the ticketing system

• Provide on-site support for laptops, desktops, mobile devices, meeting rooms, printers and peripherals

• Escalate to the Frankfurt L3 team with full context (symptoms, steps taken, impact), and keep the user informed

Workplace Operations

• Handle onboarding and offboarding: device preparation, accounts, access rights, MFA enrolment and hand-over to the user

• Administer users, groups, devices and licences in the Microsoft 365 environment within delegated rights

• Manage the hardware lifecycle: stock, assignment, repair and secure disposal of equipment

• Support office network basics (Wi-Fi, VPN, local connectivity) and coordinate with the carrier or provider when needed

Quality, Security & Documentation

• Apply Group IT security and access policies, and report suspected incidents (phishing, lost devices) immediately

• Maintain knowledge articles, asset records and procedures so recurring issues are solved faster each time

• Report weekly on ticket volumes, recurring problems and open risks to the Group ICT Senior Expert & the Deputy IT Manager

SCOPE & AUTHORITY

• Operational execution within defined IT services and delegated administration rights for the Waterloo site

• No responsibility for IT strategy, architecture, vendor contracts or Group-wide decisions. Purchases and policy exceptions are approved by Group IT

PROFILE

• Experience: 3 to 5 years in IT support (L1/L2) or as a field technician, ideally in a multi-site or international company

• Technical: Windows 10/11, Microsoft 365 (Entra ID, Intune, Exchange Online, Teams), Active Directory, VPN, endpoint security basics, ITSM tools

• Languages: French and English are required (daily use with users and the Frankfurt team). German is an asset

• Education: Bachelor's degree in IT or equivalent experience. Microsoft or ITIL certifications are an advantage

• Attitude: Calm under pressure, clear communicator with non-technical users, ownership of the ticket until the user confirms the fix

SUCCESS MEASURES

• First-response and resolution times within agreed targets, and a low ticket reopen rate

• User satisfaction at the Waterloo office, and zero unmanaged access or security gaps

• Complete asset records and an up-to-date knowledge base

• Quality of escalations to Frankfurt: no ticket returned for missing information