IT Senior Network Engineer - Onsite Support Engineer

Responsibilities

• Responsible for delivering high‑quality engineering services, providing both technical and non‑technical support onsite and remotely on a daily basis.
• Demonstrates a strong and clear commitment to customer satisfaction, along with a desire to continuously develop technical skills.
• Provides 1st, 2nd, and—where possible—3rd line support for clients’ IT environments, including, but not limited to, desktop PCs, laptops, printers, servers, switches, routers, firewalls, Wi‑Fi access points, and other related devices. Also responsible for responding to monitoring system alerts and ensuring thorough ticket logging.
• Support is delivered via telephone, email, ticketing system, and in‑person interactions.
• Manages escalations to other departments within IIJ Deutschland/IIJ Europe, as well as to vendors or partners, to ensure prompt and satisfactory resolution of support cases.

Essential

• 5 years or more experience in IT industry
• Small to mid‑size office IT support experience, ideally at an IT support vendor
• Control and liaise 3rd‑party vendors (ISPs, application vendors, etc.)
• Strong documentation skills (technical documents, customer reports, etc.)
• Troubleshooting experience as 1st, 2nd line support engineer in the following areas:
  • Microsoft client operating systems (Windows 10, 11 etc.)
  • Apple client operating systems (Mac OS X)
  • Microsoft server operating systems (Windows Server 20xx)
  • Microsoft 365
  • Microsoft Office Desktop Apps (Outlook, Word, Excel, PowerPoint, Visio, etc.)
  • Backup products such as BackupExec, Veeam, Acronis etc.
  • Corporate Anti‑Virus products from various manufacturers such as Trend Micro, CrowdStrike, etc.
  • Windows Server services (AD, DHCP, DNS, GPO, WSUS, printer queues, shared folders, etc.)
  • LAN / WAN / WLAN networking (switching, routing, firewall, VPN, etc.)
  • Smart Devices (iPhone, iPad, Android, etc.)
  • Various printers and MFPs
  • Virtualization (Hyper‑V / VMware)

Desirable

• Microsoft certifications
• Cisco certifications (CCNA)
• Experience in Linux / Unix setup and troubleshooting

The job posting is for a Network Engineer, but it also encompasses Server, M365, security, and PC setup work. We are looking for someone comfortable with a variety of tasks.

English required; Japanese and German preferred.

Working Conditions and / or Physical Requirements

• IIJ Deutschland’s usual opening hours are from 08:30 to 18:00, Mondays to Fridays.
• Staff working hours are of a variable shift pattern covering from 08:30 to 18:00, with typical shifts from 08:30 to 17:00, 09:00 to 17:30, or 09:30 to 18:00, with one hour lunch break.
• Working hours while at customer sites (onsite support) may vary from the above working hours.
• Willing to work on a flexible basis and may cover shift rotation to meet job requirements.
• Willing to work overtime, on weekends, on bank holidays, when necessary.
• Have the ability to cope with a full working day.
• Be punctual.
• Discretionary company bonus scheme.
• If significant extra work is required on weekends or outside of business hours, overtime compensation or time‑off in lieu is provided.