IT & Network Coordinator

About the role

The IT & Network Coordinator manages local office infrastructure and acts as the bridge to the Global IT team in Germany. The role is the hands and feet on the ground, handling day-to-day local network maintenance, managing the Windows desktop environment, and running the local IT help desk process. This position works independently on-site while collaborating closely with the centralized team overseas to implement global IT standards, security policies, and incident management workflows.

Responsibilities

• Oversee the local office LAN, Wi-Fi, and internet connectivity.
• Support and monitor the local network, including switches, wireless access points, firewalls, and cabling.
• Troubleshoot connectivity issues at the desk, site, and site-to-site level.
• Perform routine network maintenance and firmware updates under the direction of the global IT team.
• Assist with network additions and changes as facility and equipment needs change.
• Manage relationships with local Internet Service Providers (ISPs) and vendors.
• Maintain network documentation, including diagrams, IP assignments, and equipment records.
• Act as the primary local contact for the Germany-based global IT team.
• Assist the global IT team with troubleshooting, deploying, and maintaining local servers, switches, routers, and firewalls.
• Gather technical logs and escalate complex network and infrastructure issues to IT engineers in Germany.
• Implement global IT standards, security policies, and incident management workflows at the local site.
• Coordinate across time zones to schedule maintenance windows, changes, and escalations with the global team.
• Serve as the first point of contact for employee technology issues submitted by ticket, phone, email, or in person.
• Provide prompt, face-to-face technical support for local employees on hardware, Windows operating systems, Microsoft 365 applications, printing, and connectivity issues.
• Log, triage, prioritize, and resolve requests in the global IT ticketing system, documenting the issue, actions taken, and resolution, and closing within agreed service level agreements (SLAs).
• Troubleshoot printer, phone, and business application issues.
• Escalate unresolved or higher-risk issues to the global IT team or outside vendors and follow through to closure.
• Support employees at other Mark VII locations remotely.
• Set up, configure, and deploy laptops, mobile devices, and peripherals in compliance with global company standards.
• Install and configure software, printers, peripherals, and user accounts.
• Set up new hires with hardware, accounts, and access on or before their start date, and recover equipment and disable access on separation.
• Maintain an accurate inventory of computers, monitors, phones, and other IT assets.
• Securely wipe, retire, and dispose of end-of-life equipment.
• Administer endpoint protection, patching, and software updates across company devices.
• Manage user accounts, group membership, and access permissions following least-privilege practices.
• Monitor security alerts and report suspicious activity to the global IT team.
• Support multi-factor