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Nityo Infotech Linkedin · Posted 2mo ago

Senior IT Support Engineer

Plettenberg, North Rhine-Westphalia, Germany

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Indexed description

  • 10+ years experience – able to navigate situations and engage with Execs / MSP / external vendors.
  • 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 (ServiceNow)
  • 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
  • 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 resources
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