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Technical Support Engineer

vor 2 Monaten

Calw, Baden-Württemberg, Deutschland D-ploy Vollzeit

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

We take pride in delivering innovative and high-quality services and solutions to a variety of industry-leading clients. By fostering relationships and trusted partnerships within the IT community, we enhance our customers' IT productivity and contribute to their organizational success and value.

We are keen to engage with dynamic, adaptable, and solution-focused individuals who aspire to be part of a rapidly growing and international organization. Our focus is on creating value where IT matters.

Key Responsibilities:

Technical Support and User Assistance:

  • Deliver technical assistance to end-users for both IT and OT-related challenges, utilizing various communication methods, including phone, ticketing systems, and face-to-face interactions.
  • Support end-users in the configuration and setup of computers, mobile devices, and software applications.
  • Quickly and effectively diagnose hardware, software, network, and connectivity issues.
  • 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 prompt resolution of user issues by adhering to established service level agreements (SLAs).
  • Escalate complex or unresolved issues to higher-level support teams as necessary.

Security and Compliance:

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

Inventory Management:

  • Maintain an accurate inventory of IT/OT assets, including software licenses.
  • Execute IT hardware acquisitions in accordance 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 work 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.
  • Proficient in both 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 various occasions (birthday, wedding, newborn, and anniversary surprises)
  • Opportunities for further development and professional advancement
  • A friendly and international working environment
  • Competitive salary and diverse benefits
  • Company-sponsored events

Is IT in your DNA?