Field Services Engineer

• 1 Opening
• Norderstedt- Schleswig-Holstein- Germany
• Sub-con

Job description

Job Description Field Services Engineer ITOTLAB Support

Location Norderstedt Germany

Experience 7 years

Languages English and German mandatory

Role Summary

We are looking for an experienced Field Services Engineer to provide onsite IT Infrastructure Operational Technology OT and Local Application support within a manufacturing environment The role will provide support for OT and L2 support for IT infrastructure and local applications ensuring reliable operation of businesscritical manufacturing systems and timely resolution of incidents

Key Responsibilities

MLL Systems Support Provide onsite Level 2 support for MLL systems and connected peripherals including those connected to instrumentation This includes diagnosing and resolving hardware software and networkrelated issues in manufacturing distribution and RD environments

Provide OT support and L2 IT Infrastructure and Local Application support for manufacturing and business operations

Troubleshoot and resolve incidents involving shopfloor systems enduser computing industrial PCsHMIs barcode scanners printers networkconnected devices and businesscritical applications

Install configure maintain and troubleshoot desktops hardware software operating systems and remoteaccess technologies consistent with the Field Services scope

Diagnose LAN WiFi switches routers and other network connectivity issues coordinating with specialist teams where required

Firewall and Network Management Understand and support systems that are behind firewalls ensuring secure and compliant operations Coordinate with network and security teams to troubleshoot connectivity and access issues related to MLL systems

Broader System Understanding Develop and maintain a broad understanding of the enterprise IT environment including dependent systems such as Active Directory cloud services and network infrastructure Use this knowledge to triage and resolve complex issues affecting systems in Manufacturing and Labs

Asset Management Assist in the tracking and management of supported assets including hardware software and critical systems

Documentation and Knowledge Management Contribute to and maintain comprehensive documentation of all systems and support procedures Assist in creating and updating knowledge base articles to enhance the efficiency of the support team

Manage user accounts access requests and permissions using Active Directory and related tools

Act as the primary onsite support contact coordinating incident escalations major incidents and resolution activities with users global IT teams vendors and other support partners

Support servicemanagement activities covering Incident Problem Change Release Patch and Operations Management

Maintain accurate technical documentation assetinventory information SOPs and knowledge articles

Compliance and Quality Processes Strictly adhere to GxP guidelines SOPs Work Instructions security policies and IT hardware and software standards Ensure all activities conducted within the framework of quality management processes keeping meticulous records to support audit requirements

Ensure adherence to applicable security and GxP compliance requirements

Work independently with minimal supervision and contribute to continuous service and process improvements

Availability Ability to work flexible hours including occasional weekends or afterhours support as required by the business

ITIL ITSM Practices Utilize ITIL principles in IT Service Management ITSM to manage incidents problems and changes effectively Ensure all actions are logged and tracked in ServiceNow Jira keeping good standards of documentation and communication

Required Qualifications Skills

Bachelors degree in Information Technology Computer Science Electronics Automation or a related discipline

7 years of relevant experience in IT Infrastructure OTManufacturing IT Field Services Service Desk or similar support environments

Strong handson troubleshooting experience across IT infrastructure enduser computing OTshopfloor devices networking and local applications

Experience supporting businesscritical productionmanufacturing systems

Experience working in a regulatedGxP environment is preferred

Strong incident troubleshooting problemsolving and stakeholder coordination skills

Ability to work independently in an onsite manufacturing support environment

Professional working proficiency in both German and English is mandatory

Fluent German

Key mandatory screening criteria

Technical Skills

oProficiency in Windows operating systems exposure to Linux and Ubuntu with experience in environments where systems are connected to laboratories or manufacturing equipment

oStrong understanding of network principles including managing systems behind firewalls

oExperience with ITSM tool