IT Onsite Support Engineer

Proclinical are recruiting for an IT Onsite Support Engineer to join a global pharmaceutical company. This role is on a permanent basis and is located in Berlin.

As the Onsite Support Engineer, your primary responsibility will be to provide advanced technical support and troubleshooting services to our clients in a face-to-face environment. You will be the main point of contact for resolving complex technical issues and ensuring the smooth operation of our clients' systems.

Responsibilities:

• Onsite Support: Provide on-site technical support to clients, including installation, configuration, and troubleshooting of hardware, software, and network-related issues.
• Incident Resolution: Investigate and resolve escalated technical issues that have been escalated from the first-line support team. This includes identifying the root cause of problems, analyzing system logs, and implementing effective solutions to minimize downtime.
• Customer Communication: Establish and maintain positive relationships with clients, acting as a professional representative of the company. Clearly communicate technical information to non-technical users in a manner that is easy to understand.
• Documentation and Reporting: Maintain accurate and up-to-date documentation of all technical issues, solutions, and work performed. Generate detailed reports on incidents, resolutions, and system performance.
• Collaboration: Collaborate with other members of the technical support team, including first-line support technicians and third-line engineers, to share knowledge, resolve complex issues, and provide a seamless support experience for clients.
• Training and Knowledge Sharing: Keep up-to-date with the latest technologies, industry trends, and best practices. Share knowledge and provide training to junior team members to enhance their technical skills.
• If you are a highly skilled technical support professional with a strong customer service mindset and the ability to troubleshoot complex issues on-site, we invite you to apply for the position of Onsite Support Engineer. Join our team and contribute to the seamless operation of our clients' systems while delivering exceptional support experiences.

Key Skills and Requirements:

• A minimum of 2-3 years of experience in a technical support role, preferably in a customer-facing or onsite capacity.
• Strong knowledge of computer hardware, software, and networking concepts.
• Proficiency in troubleshooting Windows and iOS operating systems, network connectivity issues, and common office applications.
• Excellent problem-solving skills and the ability to analyze complex technical issues.
• Outstanding verbal and written communication skills in German and English (C1), with the ability to convey technical information to both technical and non-technical audiences.
• Strong customer service orientation with a passion for delivering exceptional support experiences.
• Ability to work effectively as part of a team and collaborate with colleagues to resolve technical issues.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Relevant industry certifications, such as ITILv4, CompTIA A+/N+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA), are advantageous.

If you are having difficulty in applying or if you have any questions, please contact Christine Monteverdi on c.monteverdi@proclinical.com.

Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies.

Proclinical Staffing is an equal opportunity employer.

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