Technical Support Engineer

vor 4 Wochen

Calw, Baden-Württemberg, Deutschland D-ploy Vollzeit

D-ploy is a leading IT and Engineering Solutions provider operating across the EMEA region, including Switzerland, Germany, Czech Republic, Austria, the UK, and the USA.

We are committed to delivering exceptional services and solutions to a diverse range of industry-leading clients. By fostering strong relationships and trusted partnerships within the IT community, we enhance our customers' IT productivity and contribute significantly to their organizational success and value.

We seek engaging, adaptable, and solution-focused individuals eager to be part of a rapidly growing international organization. Our focus is on creating value where IT matters most.

Key Responsibilities:

Technical Support and User Assistance:

  • Deliver technical support to end-users for both IT and OT-related issues through various communication channels, including phone, ticketing systems, and face-to-face interactions.
  • Assist users in the setup and configuration of computers, mobile devices, and software applications.
  • Efficiently troubleshoot hardware, software, network, and connectivity challenges.
  • Investigate and identify the root causes of recurring technical problems and implement preventative measures to reduce future occurrences.
  • Collaborate with regional and global Data & Tech teams to ensure IT systems meet organizational requirements and standards.

Hardware and Software Maintenance:

  • Log, track, and prioritize support requests using a ticketing system.
  • Ensure timely resolution of user issues in line with established service level agreements (SLAs).
  • Escalate complex or unresolved issues to higher-level support teams as needed.

Security and Compliance:

  • Assist in managing user access, including the provisioning and de-provisioning of user accounts in accordance with security protocols, following the ITIL framework and ISO 27001 standards.

Inventory Management:

  • Maintain an accurate inventory of IT/OT assets, including software licenses.
  • Oversee IT hardware acquisitions in alignment with the company's global standards.
  • Conduct routine maintenance tasks, such as software updates, patches, and hardware upgrades, to ensure system reliability and security.
  • Install, configure, and troubleshoot various hardware components, including desktops, laptops, mobile devices, printers, and peripherals.

Documentation and Knowledge Sharing:

  • Maintain up-to-date documentation of common issues, solutions, and procedures within a knowledge base.
  • Facilitate training sessions or workshops to educate end-users on best practices and tools in IT.

Requirements:

  • Bachelor's degree in computer science, information technology, or a related field (or equivalent professional experience).
  • 1-3 years of experience in IT/OT support within a production environment.
  • Strong technical knowledge of IT and OT systems, hardware, and software.
  • Familiarity with IT/OT security best practices and compliance standards.
  • Understanding of production processes, such as automation, PLCs, SCADA, and 5G networks is advantageous.
  • Experience with ticketing systems and remote support tools.
  • Proficient in administering current Windows client systems and knowledgeable in Office 365 applications, including Microsoft Teams.
  • Willingness to stay informed about industry trends and emerging technologies.
  • Proactive approach with the ability to manage ambiguity, shifting priorities, and business needs while driving projects to completion.
  • Excellent communication and interpersonal skills.
  • Able to work independently and collaboratively within a team environment.
  • Work style characterized by responsibility and self-reliance.
  • Fluency in written and spoken German and English is essential.

Benefits:

  • Paid Special Leaves
  • Edenred Card (usable in over 16,000 restaurants, hotels, and gas stations in Germany)
  • Fishing for Friends program – our referral initiative
  • Refreshments available in the D-ploy office
  • Vouchers for special occasions (birthday, wedding, newborn, and anniversary surprises)
  • Opportunities for further development and professional advancement
  • A friendly and international working environment
  • Competitive salary and various benefits
  • Company-sponsored events

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