IT Onsite Support Engineer (Erlangen, 1st/2nd level support, English, German)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Tasks and Responsibilities

• Elimination and processing of faults in the industrial environment (1st/2nd level support)
• Act as the main point of contact for employees who are experiencing computer issues
• Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency
• Evaluation, creation and development of solutions in the industrial sector
• Elaboration and implementation of standards in the field of industry as well as participation in concepts for the industrial IT environment
• Resolve software, hardware and device issues reported by the end users
• Installation, configuration and ongoing usability of desktop hardware and software
• Support services for Client standard technologies including basic troubleshooting of Exchange and adds/moves/changes for AD accounts
• Troubleshoot PC connectivity issues and network elements including ISP circuits, firewalls, network switches, wireless equipment and telephone system
• Remote access solution (VPN) implementation and support
• Escalate service issues when required
• Communication with customers/end users as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Monitor network performance for availability, utilization and latency. Take the appropriate measures to resolve throughput issues, escalating to the support team as required
• Oversee the maintenance and tracking of assets
• Advise and train staff on computer operations and software applications

• Good understanding of Information Technology; trends, products and solutions
• 1+ years’ experience in a similar position supporting a variety of technologies and services
• In depth knowledge of:
  • Windows OS (Windows 10 & 11)
  • Microsoft Office & Office 365 applications
  • PC\Laptop hardware
  • PC\Laptop peripherals, including printers
  • Mobile devices
• Basic knowledge of
  • Active Directory
  • Exchange
• ITIL certification and familiarity with the Service Now ticketing system is an advantage
• GMP-/GxP knowledge is desired
• Highly self-motivated and directed with a keen attention to detail
• Customer focused with a passion and drive for customer satisfaction and delivering business values
• A service-oriented mindset and always striving to deliver on tasks and projects
• Ability to work independently as well as willing to follow directions and best practices
• Great communication and interpersonal skills
• Fluent German and English (written and spoken) communication skills
• Friendly, supportive and flexible personality with quick learning ability
• Good team player with planning and organizing skills & multi-task
• Candidates have to declare Criminal record extract not older than 3 months

• Paid Special Leaves
• Edenred Card (can be used in >16.000 restaurants, hotels and gas stations in Germany)
• Fishing for Friends program – our referral program
• Further development and professional advancement
• Friendly and international working environment
• Competitive salary and various benefits
• Company-sponsored events

Is IT in your DNA?