Support Systems Engineer

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!

Key responsibilities:

Technical Support and End-User Assistance:

• Provide technical support to end-users for IT and OT-related issues, utilizing multiple communication channels, including phone, ticket system, and in-person interactions.
• Assist end-users in the setup and configuration of computers, mobile devices, and software applications.
• Swiftly and effectively troubleshoot hardware, software, network, and connectivity problems.
• Investigate and pinpoint the underlying causes of recurring technical issues and institute preventative measures to mitigate future incidents.
• Collaborate with regional and global Data & Tech teams to ensure that IT systems align with the organization's requirements and standards.

Hardware and Software Maintenance:

• Record, monitor, and prioritize support requests through a ticketing system.
• Ensure the timely resolution of user issues by adhering to established service level agreements (SLAs).
• Escalate complex or unresolved issues to higher-level support teams when necessary.

Security and Compliance:

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

Inventory Management:

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

Documentation and Knowledge Sharing:

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

• Degree in computer science, information technology, or a related field (or equivalent work experience).
• 1-3 years of experience in IT/OT support in a production environment.
• Good technical knowledge of IT and OT systems, hardware, and software.
• Knowledge of IT/OT security best practices and compliance standards.
• Understanding of production processes, such as automation, PLCs, SCADA, 5G networks etc. is a plus.
• Familiarity with ticketing systems and remote support tools.
• Good knowledge in the administration of current Windows client systems as well as secure knowledge in Office 365 applications including Microsoft Teams.
• Willingness to stay updated on industry trends and emerging technologies.
• Proactive and able to manage ambiguity, changing priorities and business needs and drive projects to completion.
• Excellent communication and interpersonal skills.
• Ability to work both independently and collaboratively in a team environment.
• Work style that is marked by responsibility and self-reliance.
• Good command of written and spoken German and English is a must.

• 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
• Refreshments in the D-ploy office
• Vouchers (B-day voucher, wedding, and new born surprise, 5-years and10-years anniversary surprise)
• Further development and professional advancement
• Friendly and international working environment
• Competitive salary and various benefits
• Company-sponsored events

Is IT in your DNA?