IT Support Engineer – US

Location: US (home office) 
Type: Full-time

About CERM

CERM is a dynamic and innovative software development company specializing in cutting-edge software solutions for the label and packaging printing industry. With a rich history spanning over more than 30 years and a deep industry knowledge, we are dedicated to delivering high-quality software products that empower label and packaging print businesses to streamline their operations and enhance productivity. As we continue to expand our product offerings and global footprint, we are seeking a talented and driven DevOps Engineer to join our cloud development team.

Position overview

With this role CERM is looking for motivated and ambitious applicants in the US (home office) to provide colleagues and customers all over the world with remote diagnosis and support, as well to maintain their IT systems and connectivity.

This person reports to the Customer IT Manager.

Job description: In this role you will,

• Be part of a small team of experienced IT engineers
• Deliver a reliable IT platform to customers all over the world
• Provide user support and troubleshoot IT problems and issues
• Escalate, if needed, unresolved problems to a higher level of support
• Work with product management, helpdesk and other teams across all departments to ensure an excellent customer experience
• Maintain a high standard of personal administration
• Participate in team meetings and share best practices
• Provide regular status updates and activity reports according to our company practices.

This role might be a good fit if you:

• Are a self-starter with the ability to work independently from your home office
• Have solid interpersonal skills and are very team oriented
• Have at least 3 years of experience in IT support
• Have strong interest in new IT technologies
• Are good at analyzing and troubleshooting
• Be self-directed and self-motivated
• Have excellent verbal and written communication skills in English (any additional language is very welcomed, Spanish preferred)
• Willing to travel to Belgium for initial training and yearly conferences

You are already familiar with, or like to learn more about:

• Virtualization: ESXi, Hyper-V, Docker
• Cloud hosting: Azure
• IaC: Ansible, Jenkins, Git, API
• Database: SQL Server 20xx
• Windows Server: RDS, PowerShell
• Linux: Debian, Rocky Linux, Bash scripting
• Network: TCP/IP, VPN, NAT, Firewall, Wi-Fi, SDWAN
• E-mail: Office365, SMTP
• Hardware: servers, printers, Wi-Fi scanners

Tasks you might expect:

• First line helpdesk for our customers in American time zones
• Maintaining servers and virtual environments on customer systems
• Installing, configuring and maintaining our software and services at customers by using our checklists and automated tools
• Participate in weekly meetings with the rest of the IT team