Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
About the role
- IT Technical Support Analyst providing 2nd line support and troubleshooting IT issues for Müller in a hybrid role. Traveling to various locations to ensure seamless technical operations.
Responsibilities
- Provide 2nd line support for incidents and service requests.
- Troubleshoot hardware, software, and infrastructure issues within SLAs.
- Work closely with 1st and 3rd line teams to resolve complex issues.
- Own tickets end-to-end with clear user communication.
- Document solutions, known issues, and contribute to the knowledge base.
- Travel frequently to various Müller sites to deliver on-site technical support.
- Carry out routine system checks, updates, and maintenance.
- Support user accounts, device provisioning, and software installations.
- Monitor system alerts and escalate critical or recurring issues.
- Manage the full End User Device asset lifecycle.
- Participate in change management and service improvement discussions.
- Follow security protocols and assist with compliance activities (GDPR, KRITIS, NIS2).
- Apply security patches and maintain accurate documentation.
- Share lessons learned to support ongoing team development.
Requirements
- A technical college degree or equivalent.
- Working knowledge of ITIL processes.
- Strong troubleshooting skills across MS Windows environment
- Familiarity with network troubleshooting and system monitoring tools.
- Willingness to join an out-of-hours rota.
- A high level of flexibility and readiness to travel regularly to other Müller locations.
Benefits
- Competitive salary
- generous annual bonus
- Life Assurance
- HCCP
- 25 days holiday plus bank holidays (rising with service)
- Enhanced Maternity & Paternity Family Leave
- Enhanced Bereavement Leave
- Pension Employer Contribution Scheme (matched up to 8%)
- Exclusive access to Müller Rewards, offering a variety of online and in-store discounts and development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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