IT Support Senior Engineer

About the role

The Senior IT Support Engineer will be the first point of contact for internal users in Garching, providing technical assistance for hardware, software and network issues. You will work in a hybrid environment, collaborating with the IT team to ensure timely resolution of incidents logged in ServiceNow.

Key responsibilities

• Coordinate, diagnose and troubleshoot incoming employee calls and ServiceNow tickets.
• Provide on‑site and remote support for desktops, laptops, printers and peripheral devices.
• Assist users with application problems and infrastructure connectivity issues.
• Escalate complex cases to appropriate technical personnel while keeping users informed.
• Maintain case status updates for management and end‑users.
• Develop, document and implement standard operating procedures and support guidelines.
• Share best practices and deliver technical training to team members.

Required profile

• Proven experience in a senior IT support or help‑desk role.
• Strong ability to communicate clearly with both technical and non‑technical users.
• Self‑motivated with the capacity to work under supervision and meet weekly oversight requirements.
• Commitment to maintaining effective relationships with internal clients.

Required skills

• ServiceNow ticketing system
• Hardware troubleshooting (desktop, laptop, printer)
• Desktop and laptop support
• Network remote access support

What we offer

• Opportunity to work with mission‑critical software in a global technology company.
• Inclusive and diverse workplace that supports personal and professional growth.
• Hybrid work model combining onsite collaboration with remote flexibility.
• Access to continuous learning and technical training.