Onsite Support Engineer

Job Summary

We are seeking proactive and customer-focused Field Service Engineers (FSE) & Warehouse Engineers to support end-user device lifecycle management across client locations in Essen and Berlin, Germany. The role involves device imaging, user enrolment, hardware logistics, refurbishment, warranty coordination, disk wiping, appointment scheduling, and warehouse operations while ensuring compliance with client standards and service level agreements.

The ideal candidates should possess strong technical skills, excellent customer service abilities, and effective coordination capabilities. The role requires regular travel between client sites; therefore, each engineer must possess a valid driver's license.

Key Responsibilities

Device Imaging & Deployment

• Perform imaging of desktops, laptops, and other end-user devices using client-approved build standards.

• Install operating systems, approved business applications, drivers, and required configurations.

• Validate device functionality and quality before deployment or handover.

• Ensure devices comply with client imaging and security standards.

On-site User Enrolment & Device Setup

• Support end users during onsite enrolment and onboarding activities.

• Assist with device configuration, access validation, and readiness checks.

• Coordinate with users to complete enrolment activities efficiently.

• Provide basic user guidance during device handover.

Device Pickup, Refurbishment & Asset Handling

• Collect devices from users or designated client locations.

• Perform refurbishment activities to prepare devices for reuse or redeployment.

• Conduct functional and cosmetic inspections before devices are returned to inventory.

• Maintain proper asset handling procedures throughout the device lifecycle.

Warranty Case Management

• Coordinate warranty repair and replacement activities with OEMs and authorized vendors.

• Track warranty cases from initiation through closure.

• Maintain accurate documentation and status updates.

• Liaise with internal support teams and client stakeholders regarding warranty activities.

Disk Wipe & Secure Device Processing

• Perform secure disk wipe activities on returned or retired devices using approved client procedures.

• Ensure compliance with client security and data protection policies.

• Support secure handling of devices during refurbishment and disposal processes.

Appointment Scheduling & User Coordination

• Schedule appointments with end users for imaging, enrolment, device pickup, and related services.

• Communicate professionally with users in German where required.

• Coordinate schedules to ensure timely service delivery and minimal disruption.

Warehouse Operations Support

• Support warehouse activities related to IT asset storage, staging, preparation, movement, and dispatch.

• Assist with inventory coordination and asset tracking.

• Prepare devices for deployment and return processing.

• Support operational activities across the Essen and Berlin warehouse locations.

Documentation & Service Management

• Update incidents, service requests, warranty cases, and asset records within the client's ticketing or service management platform.

• Maintain accurate documentation for all completed activities.

• Adhere to client operational procedures and service level agreements.

Required Skills & Experience

• Experience in desktop support, field services, or device lifecycle management.

• Hands-on experience with Windows device imaging and deployment.

• Knowledge of device refurbishment, hardware diagnostics, and asset handling.

• Experience with disk wipe procedures and secure device management.

• Familiarity with ITSM/ticketing tools (e.g., ServiceNow, Remedy, or similar).

• Basic understanding of warranty management processes and vendor coordination.

• Strong organizational and scheduling skills.

• Excellent customer service and communication skills.

• Ability to work independently and collaboratively in a team environment.

• Proficiency in German (spoken) is preferred for end-user communication.

• Valid driver's license with the ability to travel between client locations.

Client Dependencies

The successful delivery of services is dependent upon the client providing:

• Access to the client-approved ticketing or IT service management platform.

• Access to imaging, device management, enrolment, refurbishment, and disk wipe tools.

• Approved device build standards, imaging procedures, refurbishment guidelines, disk wipe processes, and warranty management procedures.

• Availability of devices at designated locations for imaging, refurbishment, pickup, disk wiping, and warehouse processing.

• End-user availability for scheduled enrolment, device pickup, and deployment appointments.

• Access to warehouse facilities, storage areas, and required operational permissions.

• OEM/vendor warranty entitlement information and support contacts.

• Local site coordination and communication support where required.

• Necessary workspace, network connectivity, power, equipment, and operational infrastructure.

• Compliance requirements, including client security policies, health & safety regulations, access controls, and site-specific operational procedures.

Additional Requirements

• Onsite support across Essen and Berlin, Germany.

• Willingness to travel between client locations.

• Two engineers are required, holding a valid driver's license.

• Flexibility to support operational requirements based on business needs.