IT Support Engineer

Role Overview

As the primary IT and network support engineer for Geekplus' projects across Europe, you'll serve as the initial responder for IT and network issues at various warehouse locations and the Germany office. Your role is vital in ensuring uninterrupted operation of robotic systems and IT infrastructure during local business hours. You'll be involved in networking, operations, and information security tasks, while also contributing around 20% of effort to pre-sales and solution deployment based on standard architectures provided by headquarters.

Key Responsibilities

• Provide first-line support both on-site and remotely, handling network and IT incidents at warehouse sites including connectivity verification, log gathering, device reboots, and access point or switch status checks.
• Support desktop IT needs for Germany office employees such as device setup, account handling, software installations, and audiovisual support in meeting rooms.
• Participate in an on-call rotation outside of working hours to respond to critical network events.
• Manage and maintain local area networks and Wi-Fi systems, including Wi-Fi controller administration, channel adjustments, and performance assessments.
• Collaborate with the HQ network team on deploying and troubleshooting hybrid and multi-cloud connectivity involving routing, VPNs, DNS, and traffic optimization.
• Support European side remote access and wide area network platforms like VPN, SASE, and SD-WAN, including access setup, testing, and operations.
• Utilize knowledge of AWS networking elements—VPC, security groups, Route 53, cross-region links—to configure and validate site infrastructure in line with HQ designs.
• Maintain VMware virtualization platforms and on-site servers to ensure consistent system stability and performance.
• Assist with enterprise firewall (FortiGate) configurations, VPN setups, log reviews, and initial security incident handling.
• Handle PKI and certificate management to secure network access and communications encryption.
• Work alongside HQ security and service teams to uphold compliant, controlled, and scalable network environments.
• Coordinate with China HQ engineering teams by accurately collecting diagnostic data and facilitating remote troubleshooting, acting as a technical and linguistic link.
• Contribute to the project delivery phase by customizing and presenting standard network/server deployment architectures at customer locations, collaborating with sales and project teams for technical consultations, site assessments, planning, and rollout.
• Gather constraints related to server rooms, links, and IP plans on-site, providing feedback to solution teams at HQ.

Requirements

• Bachelor’s degree or higher in Computer Science, Network Engineering, or related disciplines.
• Minimum three years of experience in enterprise network or IT support; extended experience (five years or more) desired for deeper network architecture roles.
• Strong understanding of TCP/IP, DHCP, DNS, VLAN, routing, and authentication protocols, with proven analytical and root cause identification abilities.
• Experience with enterprise wireless systems, network switching/routing equipment, and VMware virtualization deployment and troubleshooting.
• Proficiency in Chinese for coordination with China HQ; fluent English or German suitable for daily communication on site.
• A strong sense of responsibility, excellent documentation skills, and the ability to work autonomously within a global team.
• Preparedness to work on-site in Europe and participate in scheduled on-call rotations.