Global Contract Logistics Information Systems IT Support Engineer

As a Senior IT Support Engineer, you will take a leadership role in delivering advanced technical support to our customers and partners, tackling highly complex issues that require deep technical expertise and innovative problem-solving. You will act as a subject matter expert, guiding junior team members, driving resolution for escalated cases, and collaborating closely with cross-functional teams.

In this role, you will be instrumental in shaping the direction of support processes and strategies, contributing to the continuous improvement of our products and services. Your responsibilities will include identifying systemic challenges, proposing robust solutions, and influencing technical roadmaps to enhance customer satisfaction and operational efficiency.

How you create impact

• Incident and request handling in complex and distributed application environment.
• Identify and break down reported and pro-actively found incidents using structured incident resolution approaches.
• Evaluate, diagnose, research, analyse and provide solutions to issues encountered.
• Coordinating the escalation of incidents and service requests to specialized technical support teams, in compliance with defined escalation policies.
• Active ticket ownership, ensuring timely response, follow-up and communication with any involved party in order to find a quick solution.
• Contributing to extending of knowledge base to ensure Know-How transfer to and within the application support team.
• Maintaining effective working relationships with other support teams, IT departments, Business and external service providers.
• Follow standard processes and procedures.
• Ensuring compliance to Service Level Requirements.
• Working in shifts is required.
• Other one-time tasks assigned by Manager.
• Participate in root cause analysis to prevent recurrence of issues.
• Develop and implement best practices for incident management.
• Collaborate with development teams to improve system reliability and performance.
• Monitor system performance and proactively address potential issues.
• Document and report on support activities and outcomes.
• Mentor IT support engineers, fostering a culture of continuous learning and professional development.
• Handle the most complex technical issues, providing expert-level support and guidance.
• Identify and implement process improvements to enhance efficiency and effectiveness of the support team.
• Participate in strategic projects and contribute to the development of new tools, processes, and systems that enhance the support function.

What we would like you to bring

• Professional education or degree in IT, or equivalent work experience. Advanced certifications (e.g., ITIL, Microsoft, Cisco, AWS, or similar) are a plus.
• Strong ability to analyse and solve technical problems.
• Ability to learn fast and become proficient with unfamiliar systems.
• Experience with relational databases and SQL.
• Proficiency in Unix/Linux, with experience in shell scripting and system diagnostics.
• Experience working with monitoring tools (e.g., Nagios, Grafana, or similar) and log analysis tools (e.g., Splunk, ELK).
• Knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, and firewalls.
• Willingness to stay updated with the latest industry trends and technologies.
• Ability to work independently and as part of a team.

What's in it for you

At Kuehne+Nagel, you’ll be part of a global logistics leader that believes in creating real impact—on business, on customers, and on careers. Here’s what you can look forward to:

• Global Exposure: Step into a world of international opportunities with a presence in 100+ countries.
• People-Centric Culture: Join a team where your voice matters and people genuinely care.
• Learning & Development: Grow with us—personally and professionally—through world-class training and career pathways.
• Innovation & Sustainability: Be part of a future-focused company driving real change in logistics and the planet.
• Rewards & Recognition: Get rewarded for your passion, performance, and potential.
• Stability with Agility: Enjoy the best of both worlds—a trusted global brand with a startup spirit.