IT Support Engineer

Role & responsibilities

The role serves as a central point of contact for company's both national and international customer inquiries related to company's measurement technology, cloud platforms, and telemetry devices and with a focus on the software solutions, sensor platforms, and IoT systems. The selected candidates will be responsible for structured issue analysis, working closely with development and product teams to ensure a reliable and efficient support process.

First-Level Support (International):

• Receive, categorize, and prioritize inquiries via email, ticket system, chat, or phone
• Perform initial fault analysis using predefined checklists
• Provide user support, guidance, and FAQ assistance
• Escalate complex issues to second-level support
• Monitor system messages and document all actions thoroughly in the ticket system

Preferred candidate profile

• Degree in Networking, Computer Science, Electrical Engineering, Automation Technology, Mechatronics, or Technical/Business Informatics
• Alternatively, a comparable technical education with relevant experience
• Also suitable for former software developers who no longer wish to code actively but want to apply their technical understanding in a support-oriented, cross-functional role
• Good verbal and written fluency in English

Skill set:

4 -7 years experience and knowledge in the following areas:

• Client-server architecture
• Network protocols (TCP/IP, HTTP, MQTT, OPC UA)
• Connectivity troubleshooting (firewalls, DNS, ports)
• API integrations (REST, SOAP)
• 3rd-party helpdesk systems (e.g., Zendesk, Jira)
• Sensor protocols (Modbus, MQTT, OPC UA, RS485)
• Log file analysis
• Postman, Wireshark, MQTT.fx, MQTT Explorer
• SQL basics (queries for debugging)
• Ticketing systems
• Windows & Linux OS usage
• Docker, Kubernetes (basic knowledge)
• Cloud services (Azure, AWS, IoT features)
• ITIL principles (Incident, Problem, Change)
• Basic cybersecurity (e.g. TLS, Auth, certificates)
• CODESYS programming (IEC 61131-3, Structured Text, Ladder)
• Understanding of company's sensors, DataKiosk, Datacenter platforms, software tools