{"id":3523753,"url":"https://alion.io/job/astreya-deskside-engineer","title":"Deskside Engineer","company":{"id":1707,"name":"Astreya","domain":"astreya.com","url":"https://alion.io/company/astreya","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":38,"ghost_share":0,"stale_share":0.816,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Munich, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":72000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-10-30T13:16:38Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-03T20:23:53Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Key requirements (Communication/skills/experience) \nEssential \nA minimum of 4 years’ experience of IT support in a corporate environment. \nTroubleshooting in a corporate computing environment; \nInvestigation and diagnostic skills; \nMicrosoft Windows 11; \nMicrosoft Office 365 suite of Applications & Teams; \niPhone / iPad Technology and mobile apps; \nGeneral user administration tasks; \nData/voice cabling and patching. \nAVD working experience; \nProficiency in both English and German is mandatory. Desirable \nExperience working with Legal tools in the legal sector \niManage Document Management System \nService Now ticket logging \nMicrosoft Certified Desktop Support Technician (MCDST) or above; \nWorking knowledge of ITIL/Service management best practice; \nAccredited ITIL certification (Foundation level); \nExperience in leading small projects. Competencies (Non-Technical) \nGood, confident communication skills in both English and German are mandatory. \nPositive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities; \nAble to work independently, take responsibility and the initiative as necessary to resolve support issues; \nCommitment and energy - there will be times when work needs to be completed outside of normal office hours; \nGood interpersonal skills - ability and drive to work well as part of a team. Working Arrangements \nThis is a full-time office-based position and requires attendance at the office five days per week. \nCandidates should be flexible and willing to support planned change activities during weekends and after business hours. Role summary/purpose of job \nGeneral IT service and user support to all levels of colleagues both face to face and via email/telephone; \nLogging support requests and incidents; \nThe monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams; \nTroubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilled technician as needed; \nLiaising with regional offices and third-party suppliers to resolve user support issues. Key responsibilities and deliverables IT Responsibilities: \nPrioritize the BAU tasks and tickets. \nEnsure all tickets (incidents, service requests) are logged via the proper channel and updated with accurate notes and status. \nFollow up with users regularly and ensure contact is made at the agreed time. \nEnsure laptops are imaged beforehand for BAU, new starters, and break-fix. \nManage laptop stock and raise orders via the service portal when running low. \nManage iPhone stock and contact BRM when additional phones, screen protectors, or cases are required. \nManage peripheral stock (monitors, mice, headsets) and seek BRM approval to order more when needed. \nEnsure permanent new hire laptops are ordered on time, imaged, personalised, and tested before the start date. \nEnsure the full new starter kit (laptop, iPhone, peripherals) is ready before the joining date. \nFor contingent new starters, allocate a laptop from stock or raise a new starter form to order more if stock is low. \nCollect old/leaver laptops and update the AMDB in line with current HAM processes. \nWipe old devices using the Blancco process when applicable. \nReimage laptops still under warranty and prepare them for stock. \nFor returned iPhones, wipe via Intune if required and unassign the SIM in the SIM provider portal \nStore returned and wiped phones in stock for future allocation. \nFor laptop refresh requests, ensure the correct device (as confirmed by vendor shipping details) is built and assigned. \nFollow the build guide and HAM process when building and issuing laptops. \nConduct routine floor walks to identify and resolve visible IT issues. \nRespond promptly to reception queries regarding meeting room issues. \nFor WFH equipment requests, refer users to the Home Equipment Policy. \nProvide assistance to third-line teams during out-of-hours work (incident, change, or service request) when approved by management. \nSupport activities such as network changes, meeting room setup, and power shutdown events when required (Business and non-business hours) \nReport, raise and escalate issues that could become Major Incidents (e.g., network down, laptop build failures) and assist with troubleshooting/testing. \nTrack all loan devices and ensure timely return; escalate overdue items to BRM. \nAssist with software installations only if approved and properly licensed; do not install unlicensed software. \nDo not support personal devices unless explicitly approved by management. \nCreate and maintain documentation and knowledge base articles for troubleshooting, and new IT procedures. \nEnsure accurate AMDB updates for all lifecycle events (allocation, return, repair, lost/stolen, disposal, warranty replacement). \nSupport during Major Incidents, including bridge calls, onsite support, testing, and updates to incident managers. \nProvide after-hours support for major incidents or critical alerts when approved by management. \nAssist with testing after change activities such as deployments, network changes, Intune policy updates, OS updates, and hardware refresh cycles. \nMaintain accurate documentation for local IT processes, including starter/leaver workflows, imaging SOPs, Blancco steps, and device management procedures. \nSupport hardware audits by validating inventory, ensuring asset tags match AMDB, and reconciling discrepancies. \nHandle escalations from the Service Desk requiring onsite support. \nMonitor meeting room equipment (Teams panels, displays, microphones, speakers, network points) and raise issues to AV/Network teams. \nCoordinate with Facilities/Building Management when IT dependencies are involved (power, cabling, floor moves, desk setup, IT process document). \nAssist with office moves, desk reshuffles, and relocations, ensuring equipment is safely moved, patched, and tested. \nProvide VIP support for partners, senior stakeholders, and time-sensitive priority requests. Quality & Process \nEffective monitoring and accurate logging and resolution of relevant calls in the firm’s ticketing system; \nEnsure that any acquired knowledge is entered into Service Now KB; \nEscalate calls intelligently and appropriately; \nComply with Terms of Engagement when passing calls to other IT teams; \nCommunicate clearly and frequently with colleagues and visitors regarding open issues; \nSet expectations for customers so they understand how and when their issues/requests will be addressed; \nPerform agreed recurring administration tasks; \nAssist in the accurate administration of accounts and systems, as required; \nProvide innovative suggestions for technology or processes and pursue via the research pipeline. Professionalism \nAdopt a customer centric approach and relate to colleagues and visitors in a friendly and professional manner (responsive, considerate, empathic, setting expectations, positive attitude, good follow up etc.); \nPersonal attire and presentation are of paramount importance in this customer facing role. Must be professional and smartly dressed at all times; \nGood attendance record and minimal lateness; \nAttend and contribute constructively in team meetings and Front Office meetings; \nEffective team working (cooperation, respect, sharing, good humour, open minded, supportive etc.); \nGood communication skills (verbal and written, frequency, clarity, succinct etc.) \nPositive contact with external and internal clients (responsive, consideration of their needs, good follow up etc.); \nManagement of self/time/resources (accuracy, planning, meet deadlines, consistency, reliability etc.); \nFollow departmental processes and maintain documentation and logs as required; \nComply with all HR policies, as documented on the intranet; \nParticipate in the IT community and contribute to our IT strategy and its goals.","description_format":"text","description_chars":7899,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Infrastructure & Networking Services","IT Help Desk & Service Desk"],"lifecycle":[{"event":"open","at":"2026-10-30T13:16:38Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":18,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/astreya-deskside-engineer","json_url":"https://alion.io/job/astreya-deskside-engineer.json","meta":{"generated_at":"2026-11-03T22:02:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":389,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1707},"rest":"https://alion.io/mcp/rest/get_company?id=1707"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fastreya-deskside-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fastreya-deskside-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fastreya-deskside-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/astreya-deskside-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fastreya-deskside-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3523753}},{"tool":"search_jobs","arguments":{"company":"astreya.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3523753},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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