About The Company
The European Molecular Biology Laboratory (EMBL) is a leading international research organization dedicated to advancing our understanding of molecular biology. With a strong emphasis on scientific excellence, collaboration, and innovation, EMBL operates across multiple sites in Heidelberg, Barcelona, Rome, Grenoble, and Hamburg. The organization fosters a vibrant research environment that promotes discovery, knowledge sharing, and technological development. EMBL’s commitment to scientific training and community engagement positions it as a global leader in biological research, supporting scientists and researchers worldwide in their pursuit of groundbreaking discoveries.
About The Role
EMBL is seeking an experienced and service-oriented IT Support Engineer to join its Desktop Support team at the Heidelberg headquarters. In this pivotal role, you will be responsible for providing high-quality first-level and desktop support to a diverse, international user community. Your expertise will ensure the seamless operation of various IT systems, including macOS, Windows, and Linux platforms, as well as mobile devices. You will manage system and software deployments, configure user environments, and troubleshoot hardware and software issues, contributing to the overall efficiency and productivity of EMBL’s scientific and administrative staff. This position offers an excellent opportunity to work within a dynamic, research-driven environment that values innovation, customer service, and continuous improvement.
Qualifications
The ideal candidate will possess at least two years of professional experience in an IT support environment, demonstrating a strong foundation in desktop and mobile device management. A degree in computer science or an equivalent practical experience is required. Hands-on experience supporting and managing Windows, Linux, and macOS systems is essential, along with familiarity with enterprise tools such as Microsoft SCCM and JAMF Pro. Knowledge of Microsoft Active Directory, Exchange, and Microsoft 365 services is highly desirable. Candidates should also have experience integrating devices into enterprise networks, including configuring network, file, email, and collaboration services. Additional knowledge of virtualization and VDI technologies like VMware Horizon will be advantageous. Strong analytical, troubleshooting, organizational, and communication skills are essential, along with fluency in English. Proficiency in German is a plus.
Responsibilities
- Provide professional desktop support for macOS, Windows, and Linux systems, as well as mobile devices, ensuring timely resolution of user issues.
- Manage system and software deployments utilizing enterprise tools such as Microsoft SCCM and JAMF Pro, ensuring efficient and secure rollout processes.
- Configure and maintain user environments, including account setup, network access, printing, and email services, to support daily operations.
- Diagnose and resolve hardware and software issues across supported platforms, minimizing downtime and disruptions.
- Deliver a responsive, user-focused helpdesk service, prioritizing customer satisfaction and effective communication.
- Track, document, and manage support requests in accordance with IT service management best practices, maintaining accurate records for ongoing support.
- Contribute to the continuous improvement of IT services, infrastructure, and user experience by identifying areas for enhancement and implementing effective solutions.
Benefits
EMBL offers a comprehensive benefits package designed to support the well-being and professional growth of its staff. The organization provides a competitive salary package with salary free of income tax, along with monthly family, child, and non-resident allowances. Employees benefit from an annual salary review and a robust pension scheme, death benefit, long-term care, accident-at-work, and unemployment insurances. Flexible working arrangements promote work-life balance, while private medical insurance covers employees and their immediate families, including prescriptions and dental and optical care. EMBL grants 30 days of annual leave plus public holidays, supporting a healthy personal life. A relocation package, including an installation grant if applicable, facilitates smooth transitions for international hires. The campus offers amenities such as free shuttle buses, libraries, subsidized on-site cafeterias, casual dress codes, and numerous sports and social activities. Family-oriented benefits include kindergarten facilities, child sick leave, paid maternity and parental leave, and family allowances. International employees receive additional support such as visa exemptions, education grants for private schooling, travel support, and non-resident allowances. For detailed information, please visit the EMBL employee benefits page.
Equal Opportunity
EMBL is committed to fostering an inclusive, diverse, and equitable work environment. As an equal opportunity employer, EMBL values the unique perspectives and experiences of all employees and applicants. The organization actively promotes diversity and inclusion across all levels of its workforce, ensuring that everyone has the opportunity to realize their full potential and contribute meaningfully to EMBL’s scientific and organizational goals. EMBL’s policies prohibit discrimination based on race, gender, age, religion, sexual orientation, disability, or any other characteristic protected by law. The organization believes that a diverse and inclusive environment enhances innovation, collaboration, and overall organizational success.