IT Support Engineer

Job Posting Organization:
CERN, the European Organization for Nuclear Research, is a leading scientific research institution established in 195

• It operates in multiple countries and employs a diverse workforce of over 2,500 staff members, alongside thousands of scientists and engineers from around the world. CERN's mission is to push the boundaries of knowledge and technology, fostering an environment of innovation and collaboration. The organization is renowned for its groundbreaking work in particle physics and technology, bringing together experts from various fields to tackle complex scientific challenges.

Job Overview:
The IT Support Engineer position within the FAP Department at CERN is a critical role that focuses on delivering high-quality IT services across the organization. The successful candidate will join the Business Computing (BC) Quality and Service Team, where they will provide second-line support for business applications, coordinate hardware support activities, assist users, and contribute to improving service processes through automation and documentation. This role offers a unique opportunity to work in a diverse IT environment, collaborating with experts across multiple domains, and gaining hands-on experience in IT support, service management, hardware lifecycle management, and process improvement. The position is fully onsite, requiring a commitment to work collaboratively with team members and stakeholders to ensure effective service delivery and operational excellence.

Duties and Responsibilities:
The duties and responsibilities of the IT Support Engineer include providing second-line support for Business Computing applications, investigating and resolving user issues, and delivering technical assistance and guidance to users of Business Computing services and applications. The engineer will coordinate with application experts, IT specialists, service providers, and support teams to ensure timely resolution of incidents and service requests. Additionally, they will provide hardware-related support to designated users, manage computer equipment inventory, stock levels, asset tracking, and associated administrative processes. The role also involves creating, maintaining, and enhancing technical documentation, software installation guides, knowledge base articles, and operational procedures for the team and Service Desk. Furthermore, the engineer will contribute to IT security" style="border-bottom: 1px dotted #007bff !important;">security activities by liaising with security experts, promoting good security practices, and identifying opportunities to streamline and automate operational and administrative processes.

Required Qualifications:
Candidates must be nationals of a CERN Member or Associate Member State and should have a maximum of two years of professional experience since graduation in Computer Science, Computer Engineering, or a related field. The highest educational qualification required is either a Bachelor's or Master's degree. It is important to note that applicants without a university degree or those with a PhD are not eligible for this position. Additionally, candidates should have experience in one or more of the following areas: Windows and Mac workstation administration and troubleshooting, hardware deployment, inventory management, IT support, help desk, service desk, or technical user support, experience with ServiceNow, technical documentation and knowledge management, and IT service management practices and ticketing systems.

Educational Background:
The educational background required for this position includes a Bachelor's or Master's degree in Computer Science, Computer Engineering, or a related field. Candidates must have graduated within the last two years to be eligible for the role, ensuring that they possess up-to-date knowledge and skills relevant to the IT support environment.

Experience:
The position requires candidates to have a maximum of two years of professional experience since graduation. This experience should ideally be in IT support, help desk, service desk, or technical user support roles, providing a foundation for the responsibilities associated with the IT Support Engineer position. Experience with specific tools and practices, such as ServiceNow and IT service management, will be considered advantageous.

Languages:
The mandatory language for this position is English, as the successful candidate will need to communicate effectively in both spoken and written forms. Additionally, there is a commitment to learn French, which is considered beneficial for the role, given the multilingual environment at CERN.

Additional Notes:
The contract duration for this position is 24 months, with a possibility of extension up to a maximum of 36 months. The working hours are set at 40 hours per week, and the position is fully onsite. The target start date for the role is January 1, 202

• Candidates should also possess a valid driving license and be prepared to work during nights, Sundays, and official holidays as required by the needs of the organization. The job reference for this position is FAP-BC-IQS-2026-229-GRAE. Compensation includes a monthly net stipend ranging from 5266 to 5793 Swiss Francs, depending on the candidate's degree, along with 30 days of paid leave per year, comprehensive health insurance coverage, and various allowances based on individual circumstances.