UPGREAT AG

Support Engineer

• Provide on-site support to customers and serve as a point of contact for IT managers, local IT teams, and end users.
• Receive, qualify, and process requests, incidents, and changes quickly and accurately.
• Support users and IT teams with questions and issues relating to workstations, applications, and IT infrastructure.
• Analyze incidents, identify solutions, and coordinate support from Support and Systems Engineers for more complex issues.
• Manage the local IT environment and ensure reliable operations.
• Build trust and promote customer satisfaction through personal customer service.
• Plan your workday independently and set priorities.

On-Site Support Engineer

• Receive, analyze, prioritize, and process incoming tickets, requests, and incidents.
• Independently resolve 1st-level incidents efficiently and with a strong customer focus.
• Involve Systems Engineers for more complex issues and ensure a smooth handover.
• Implement standard changes within the scope of responsibility of the Service Desk & Onsite Support team.
• Manage user and computer accounts, permissions, and applications.
• Keep users clearly and transparently informed about the status of their requests.
• Support customers during planned or ad hoc onsite visits.
• Act as the first point of contact for users by telephone and email.
• Provide timely solutions in a shift-based operation from Monday to Friday between 7:00 a.m. and 6:00 p.m.

Systems Engineer

• Responsible for the reliable operation and continuous development of corporate customers’ IT infrastructures
• Technical responsibility for assigned customer systems and ensuring their stable and secure operation
• Independently and sustainably analyze and resolve complex incidents
• Proactively monitor IT infrastructures and initiate appropriate measures at an early stage
• Analyze root causes of problems and develop and independently implement sustainable solutions
• Develop technical concepts and implement change requests in a structured, quality-conscious manner
• Identify optimization potential and further develop existing customer environments from a technical perspective
• Contribute to technical projects and further development initiatives
• Monitor technological developments, pursue continuous professional development, and contribute new ideas to the team
• Work closely with Support and Systems Engineering teams
• Serve as a technical point of contact for questions
• Build long-term customer relationships through service orientation and professional conduct

On-Site Support Engineer

Support Engineer

Systems Engineer, IT Operations