IT Support

The role will involve:

• Provide end user support for hardware, software, and networking issues
• Install, configure, and troubleshoot computer hardware, software, and peripherals
• Walk users through application installations and device setup
• Ask targeted questions to diagnose and isolate technical issues
• Guide users using clear, step by step instructions
• Perform remote troubleshooting and test alternative solutions until resolution
• Customize and configure desktop applications to meet user needs
• Accurately log incidents, root causes, and resolutions in the ticketing system
• Ensure all issues are properly documented and tracked through closure
• Escalate unresolved issues to appropriate internal teams (e.g., Tier 2/3 support, developers)
• Prioritize and manage multiple concurrent support requests
• Follow up with users to confirm systems are fully functional after resolution
• Provide prompt, accurate communication and status updates to customers
• Report customer feedback and potential product or system improvement requests
• Refer to internal knowledge bases and external resources to deliver accurate solutions
• Assist with creating, updating, and improving technical documentation and manuals
• Prepare accurate and timely operational or support reports
• Maintain and support an IT environment for approximately 300 users
• Demonstrate strong problem solving, organization, and prioritization skills
• Communicate effectively with all levels of the organization, including office and manufacturing floor staff
• Collaborate across teams and remain resourceful to support continuous improvement
• Bring prior experience supporting users in both office and manufacturing environments
• Maintain proficiency with Windows 10 and Windows 11 (Windows 7 a plus)
• Demonstrate strong skills in Microsoft 365 and Microsoft MFA
• Support Android and Apple iOS devices, including access to company data

Additional requirements:

• Experience with SAP ERP, GFOS MES, and DOXIS Document Management
• Strong working knowledge of Microsoft Office, Outlook, and Teams

We are looking for a German native, bilingual in German and English, with 10 plus years of experience in end user support within both office and manufacturing environments.