Jaouad A.-Second Level Support
Check rate
Experience
Second Level Support
Sanofi
- Software distribution to notebooks via Active Directory and image installation
- Support of iOS and Android devices, including switching from SIM to eSIM via QR code
- Scheduling appointments and setup during employees' initial registration
- Ticket processing via ServiceNow
IT Support Technician
Atruvia AG
- Development of IT solutions for various cooperative banks via the Atruvia service portal (ServiceNow)
- Optimization of the design of homepage sections: navigation, content, and footer
- First point of contact for banks and processing of support requests
- Collaboration with specialized support groups
- Participation in meetings on tickets, quality, and statistics
Second- and Third-Level Support
Umicore AG & Co. KG
- Processing tickets using the ServiceNow and HP Service Manager ticket systems within the SLAs
- Responsibility for patch management using the Netdisco tool
- Management of clients and user accounts in Active Directory and asset management
- Imaging of HP devices followed by software distribution and delivery to the customer
- Supporting users with device setup
- Responsibility for incidents in Second- to Third-Level Support for Windows 10 and 11
IT Support Technician
Universitätsmedizin der Johannes Gutenberg-Universität
- Disabling BitLocker encryption using administrative rights
- Subsequent encryption of client hard drives throughout the university hospital using Trellix Drive Encryption
- Coordinating encryption appointments with doctors
- Software distribution via Matrix42
Project Manager
Infraserv GmbH & Co. Höchst KG
- Ticket processing using the Point of Business ticket system
- Recording and tracking incoming incidents within the agreed SLAs
- Management of iOS and Android devices, switching from SIM to eSIM physically or via QR code
- Setting up individual user preferences
- Responsibility for change management
- Management of user data and clients in Active Directory
- Imaging of notebooks, PCs, and Surface devices
- Recording end devices in Microsoft Configuration Manager
- Software distribution partly via Active Directory and partly manually
- Microsoft 365 support and installation of Office packages
- Coordinating appointments with users and delivering hardware
- Installation and configuration of local peripheral devices
- Supporting users with Office products through training
- Hardware checks and forwarding for repair when needed
- Setup of HP and Lexmark printers
- Deleting printer and client hard drives
IT Support Technician
Universitätsmedizin
- Handling and resolving incidents and service requests
- Field service support for issues throughout the entire UKF client infrastructure
- Software distribution using Console-five9s
- Procuring replacements and providing IT equipment for users
- Database maintenance as part of IT asset management
First- and Second-Level Support
Horn & Cosifan Computersysteme GmbH
- 1st- and 2nd-level telephone support using ProCall and Innovaphone
- Ticket intake and processing using KIX and OTRS
- Microsoft 365 support and installation of Office packages
- Retrieving BitLocker keys via Microsoft Azure
- Managing user data and clients in Active Directory
- Password administration with Netwrix Password Secure
- Software distribution via Matrix42
- Accessing various company servers using WALLIX Access Manager and ASG Remote Desktop
- Converting and activating firewalls on notebooks, PCs and servers
- Monitoring servers using Zabbix and conducting simulated functional tests
- Monitoring policy violations and alerts on clients and servers using Sophos Central
Project Manager
Kreisverwaltung Groß-Gerau
- Imaging notebooks and Surface devices
- Installing customer software via SCCM and New Boundary Prism Deploy
- Managing clients and user accounts in Active Directory
- Inventory management of end devices using Helpline ClassicDesk
- MS Office 365 support
- On-site and remote troubleshooting
- Supporting and setting up mobile clients (iPhones)
- Communicating and coordinating appointments with users
- Installing and configuring local peripheral devices
- BitLocker encryption via Microsoft Azure
- Replacing end devices and instructing users
- Team meetings and coordination (project management)
- Preparing daily activity reports on project status
- Inventory management (ordering, inventory checks)
- Responsibility for change management
IT Support Technician
Biontech
- Replacing notebooks, PCs, monitors and printers
- Instructing users on new hardware
- Migrating user profile data after hardware setup
- Checking network connections
First- and Second-Level Support
KfW Bank
- 1st- and 2nd-level telephone support
- Ticket intake using HP ServiceManager
- Advising on Windows 7, 10 and 11 as well as Office 365
- Support in virtual machines (Citrix)
- Managing user accounts and clients in Active Directory
- BitLocker recoveries via Azure
- Troubleshooting user issues using TeamViewer
IT Support Technician
Citycomp/WT-Systems
- Imaging of clients followed by software distribution using Active Directory
- Inventory of IT hardware
- Maintaining Excel lists
- Performing patching work for printers and PCs
- Installation and setup of PCs, notebooks and printers
IT Support Technician
MSG Flughafen Hardware-Rollout
- Cable management and patching
- Workplace moves across different locations
- Setup and dismantling of routers and switches
- Installation and commissioning of routers and switches
- Device management via Microsoft Endpoint Manager
Team Leader
Bundesagentur für Arbeit
- Coordination of small teams
- Carrying out workplace moves
- Replacing notebooks, PCs, monitors and printers
- Onsite support and troubleshooting
- Software installation via SCCM
- Documentation and data maintenance in inventory lists
IT Support Technician
R+V Versicherung
- Setup of notebooks, PCs and monitors
- Checking hardware functionality
- Checking network connections
- User onboarding
- Installing SIM cards
- Transferring backed-up data to new clients
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Banking and Finance, Information Technology, Government and Administration, Chemical, Healthcare, and Aerospace and Defense.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Information Technology, Customer Service, Project Management, Quality Assurance, and Operations.
Summary
As a dedicated IT professional, I have many years of experience in both onsite support and system administration. I am characterized by flexibility, independence, and the ability to work effectively both independently and as part of a team. Above all, I quickly familiarize myself with complex technical tasks and approach them in a structured manner.
Skills
- Hp Service Manager
- Serviceware Processes
- Otrs
- Netdisco
- Point Of Business
- Matrix42
- Active Directory
- Mcm
- Sccm
- New Boundary Prism Deploy
- Windows 10 And 11
- Microsoft 365
- Microsoft Azure
- Microsoft Exchange
- Citrix Director
- Fortinet
- Rsa
- Ios
- Android
- Matlab
- Cad
Languages
Education
Hochschule Darmstadt
Bachelor of Science · Mechanical Engineering · Darmstadt, Germany
Max-Eyth Schule
Abitur · Dreieich, Germany
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Jaouad is based in Dietzenbach, Germany and can operate in on-site, hybrid, and remote work models.
Jaouad speaks the following languages: German (Native).
Jaouad has at least 6 years of experience. During this time, Jaouad has worked in at least 6 different roles and for 14 different companies. The average length of individual experience is 5 months. Note that Jaouad may not have shared all experience and actually has more experience.
Based on recent experience, Jaouad would be well-suited for roles such as: Second Level Support, IT Support Technician, Second- and Third-Level Support.
Jaouad's most recent position is Second Level Support at Sanofi.
In recent years, Jaouad has worked for Sanofi, Atruvia AG, Umicore AG & Co. KG, Universitätsmedizin der Johannes Gutenberg-Universität, and Infraserv GmbH & Co. Höchst KG.
Jaouad is most experienced in industries like Banking and Finance, Information Technology, and Government and Administration. Jaouad also has some experience in Chemical, Insurance, and Healthcare.
Jaouad is most experienced in business areas like Information Technology, Customer Service, and Project Management. Jaouad also has some experience in Quality Assurance and Operations.
Jaouad has recently worked in industries like Banking and Finance, Information Technology, and Chemical.
Jaouad has recently worked in business areas like Information Technology, Customer Service, and Project Management.
Jaouad holds a Bachelor in Mechanical Engineering from Hochschule Darmstadt.
The availability of Jaouad needs to be confirmed.
Daily rate distribution
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 9 Oct 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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