IT Support Engineer (m/w/d)

IT Services operates and supports the IT infrastructure and services at EMBL headquarters in Heidelberg and 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 several key Windows backend services. They also have a critical role in 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 seeking an experienced IT Support Engineer to join our Desktop Support & Windows Administration team at EMBL Heidelberg.

• 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.), and effective troubleshooting on the aforementioned platforms

• To provide our users with a knowledgeable, friendly, and reliable IT helpdesk.

• 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 the continuous improvement of EMBL’s IT infrastructure, user experience, and support processes

• At least 2 years of work experience in a professional IT support environment

• A degree in computer sciences or equivalent practical experience

• Technical expertise in managing and supporting desktop and mobile OSs

• Hands-on experience with Windows, Linux, and Mac OS devices

• Good knowledge of Windows Active Directory and computer networks

• Good Linux skills

• Familiarity with enterprise-level integration of desktop and mobile systems, including areas such as network access, file systems/shares, and email

• English professional proficiency

• Excellent problem-solving and multitasking skills

• Good communication skills

You might also have

• Experience in enterprise-level configuration management and software deployment using Microsoft SCCM and Jamf Pro

• Good knowledge of VMware and VDI (Horizon) technologies

• Good knowledge of Microsoft Exchange Server and Microsoft Cloud technologies

• Good knowledge of the German language

• We offer you the opportunity to work with the latest technology, being exposed to a fast-growing big data environment operating over 350 petabytes of scientific data and high-end computing across multiple centers to support science at EMBL

• A competitive salary and a comprehensive pension scheme; medical, educational, and other social benefits, as well as financial sponsorship for relocation and installation for you and your family

• A flexible and friendly international working environment fostering creativity

• Certified training and continued development of your professional and personal skills

• We are an inclusive, equal-opportunity employer strongly committed to achieving gender balance

• To be part of one of the world’s highest-ranked scientific research organizations and to commit to this joint effort to better understand the principles of life

What else you need to know

We are Europe’s flagship research laboratory for the life sciences – an intergovernmental organisation performing scientific research in disciplines including molecular biology, physics, chemistry and computer science. We are an international, innovative and interdisciplinary laboratory with more than 1600 employees from many nations, operating across six sites, in Heidelberg (HQ), Barcelona, Hinxton near Cambridge, Hamburg,Grenoble and Rome. Our mission is to offer vital services in training scientists, students and visitors at all levels; to develop new instruments and methods in the life sciences and actively engage in technology transfer activities, and to integrate European life science research.

The working language of the institute is English.

If you feel you have the right skills and experience, please apply online at www.embl.org/jobs

Discover more about working with EMBL IT Services at embl.org/itservices

Location: Heidelberg, Germany
Department: IT and Infrastructure
Contract duration: 3 years
Grading: 6 or 7 (monthly salary starting from 4.300 € after tax, plus other paid benefits)
Closing date: 13 May 2024
Reference number: HD02566