L2 Support Engineer

ERNI Spain; Madrid; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

Join a forward-thinking company that specializes in creating impactful software solutions. As a Support Engineer, you will play a crucial role in ensuring smooth operations in the Pharma sector by providing essential technical support. This position offers a unique opportunity to work on challenging projects while developing your skills in a collaborative environment. With a commitment to professional growth, you will benefit from paid certifications and a hybrid working model that fosters strong relationships. If you're ready to advance your career and make a difference, this is the opportunity for you.

Servicios

Paid Certifications

Private Medical Insurance

Flexible Compensation

Free Language Courses

Workout Benefit

23 Vacation Days

Relocation Package

Referral Program

Maternity and Paternity Leave

Sickness Leave Coverage

Formación

• 4+ years of technical support experience in software and hardware.
• Proficient in diagnosing technical issues and providing solutions.

Responsabilidades

• Provide 1st and 2nd level support to minimize system downtimes.
• Trigger escalations to Level 3 support when necessary.

Conocimientos

Technical Support

Analytical Skills

Problem Solving

Operating Systems (Windows, Linux)

Networking Concepts (TCP/IP, DNS, DHCP)

Educación

Bachelor's Degree in Computer Science or related field

Herramientas

SQL

Oracle

Ticketing Systems

Descripción del empleo

ERNI is a Swiss Software Engineering company leader in building complex, customized software solutions. It’s more than 25 years of using technology to have a positive impact on people's lives.

We build digital solutions that connect the physical world (devices & connectivity) with the digital one (software solutions, connected, or consuming their data). Our teams are focused on prioritizing the software lifecycle & ensuring that our code is both clean and secure. Our maturity in building high-impact software solutions approaches us whatever industry looking for quality and sophistication (e.g. Gaming, FMCG or Validation & Inspection).

Looking for a company that challenges you every day?

At ERNI, you will have the opportunity to develop customized software solutions that have an actual impact on people's lives and on society. Therefore, you will be dealing with concepts like sophistication, quality, complexity, and regulations.

If this role interests you and you are ready to advance your career as a Support Engineer, we invite you to join our team to provide essential 2nd level support in the Pharma sector. You will be responsible for minimizing system downtimes and ensuring smooth operations across various products, including critical laboratory systems. This is an exciting opportunity to handle urgent issues and contribute to the success of service activities while gaining valuable experience in troubleshooting, knowledge transfer, and escalations.

How ERNI cares about YOU

Paid and rewarded certifications : you will be able to learn new technologies to develop as a professional in the areas that interest you most (such as Agile, DevOps, Cloud, QA, etc.) and be rewarded from 200€ to 1.400€ per certification, in addition to the paid exam.

Hybrid working model : at ERNI we believe in the importance of building strong relationships with our colleagues, projects, and customers. We believe that building these relationships is much more effective when done in person.

Permanent contract : there is always a project for you to keep working with us, you will always find a project that fits your expectations in our people allocation meetings.

Challenging projects : ERNI is dedicated to developing high-quality software in complex technical environments such as pharmaceuticals, biotechnology, robotics, and 4.0 industry. With us, you will have the chance to participate in a variety of technically challenging projects amongst passionate and skilled colleagues.

Communication : you will find transparency, honesty, and open communication all over the organization through a breakfast with our MD and a monthly session to be updated on what’s going on at ERNI.

Promotions & Recognition : from the very first day, we offer you a way to learn and develop yourself in our company. All efforts are always recognized and appreciated by your colleagues and superiors.

5 and 10 years at ERNI : we would want to celebrate two important milestones on your ERNI journey, your 5th and 10th anniversary with a celebration where all your colleagues will share some words of thanks.

Free language courses : learn German and Spanish or improve your English skills with our external teachers in small groups once per week.

Private medical insurance : we will offer you private medical insurance for you and a 100% salary coverage on sickness leave.

Sickness leave : ERNI is with you during tough moments by offering 100% salary coverage during sickness leave.

Maternity and paternity leave : We support you and your family with 16 weeks of maternity and paternity leave.

Flexible compensation : you will be able to dedicate part of your gross salary to different options such as transportation bonus, ticket restaurant, kindergarten bonus and to also to be able to add a family member into your own insurance plan.

Workout Benefit : We are committed to promoting a healthy lifestyle and increase the well-being of each ERNIan.

Re-allocation funding : if you are coming from abroad, we will help to become a part of our company with a relocation package bonus from 1.000€ to 2.000€.

Referral program : you will receive an extra bonus with our “Candidate’s referral program” from 2.000€ to 6.000€ depending on the candidate seniority level.

Life support : to strengthen our commitment to conciliation and willingness of being close in your day-to-day life.

Events : we do believe in the importance of meeting our colleagues in an informal and natural environment to build connections and foster trust.

Holidays : You will have 23 vacation days per year to enjoy resting, with your family or friends.

To be a best fit for this project you will need :

Minimum 4 years of technical support experience.

Proficiency in diagnosing and resolving technical issues related to software, hardware, and network systems.

Knowledge of system and product administration.

Experience in ticketing and reporting management.

Familiarity with escalation protocols to Level 3 support.

Strong analytical skills to identify root causes of issues and develop solutions.

Familiarity with operating systems (e.g., Windows, Linux).

Understanding of networking concepts, protocols, and configurations (e.g., TCP / IP, DNS, DHCP).

Familiarity with database systems (e.g., SQL, Oracle).

Skills in installing and configuring software components.

You will be responsible for :

Offer 1st and 2nd level support for affiliates and regions to minimize system downtimes in a rotating shift schedule, Monday to Sunday, from 4 : 30 pm to 12 : 30 am.

Provide on-call service support with an additional 4-hour window where support may be required outside of regular hours.

Trigger appropriate escalations to L3 when necessary.

Support resolution of customer problems with quick fixes and workarounds.

Contribute to a product-specific knowledge pool by providing structured information in the knowledge management systems.

Actively support First Customer Monitoring (FCM) to ensure timely resolutions.

We value diversity not only in terms of gender but also nationality, background, and skills. This diversity enriches our teams and allows us to create better solutions for our clients. Every employee at ERNI has an equal opportunity to succeed.

Are you still curious? Discover what it is to become part of ERNI :

Careers at ERNI | Work with Us (betterask.erni)

WOULD YOU LIKE TO BECOME AN ERNIan? APPLY NOW!