IT Support Engineer

IT Services operates and supports the IT infrastructure and services at EMBL headquarters in Heidelberg and for the laboratory’s sites in Barcelona and Rome.

As part of IT Services, the Desktop Support team provides a broad range of first level and desktop support to the EMBL user community. In addition, the team is also responsible for managing a number of key Windows backend services. They also have a critical role supporting the EMBL training mission by coordinating and administering installations for training courses in the Computer Lab at the EMBL Advanced Training Centre.

We are looking for an experienced IT Support Engineer to join our Desktop Support team at EMBL Heidelberg.

Your role

• to provide excellent desktop support to our internal users across a portfolio of supported Mac, Windows and Linux desktops and mobile devices. This includes system and software deployment (SCCM/JAMF), system configuration (user profiles, network, printing, email, etc), as well as, effective troubleshooting on the aforementioned platforms
• to provide a knowledgeable, friendly and reliable IT helpdesk to our users
• to ensure excellent service quality and user satisfaction through adequate tracking of support tasks, change management and efficient communication with our users
• to contribute to continuous improvement of EMBL’s IT infrastructure, user experience and support processes.