First Level Support Engineer

Vacancy

First Level Support Engineer

Location: Oldenzaal | Employment: 32–40 hours per week

Salary: €2,900–€3,600 gross per month on a full-time basis, excluding holiday allowance

About this role.

Are you someone who stays calm when a system is not working as expected and enjoys investigating what went wrong? As a First Level Support Engineer at iAUTOMATION, you will be an important first point of contact for customers and colleagues. You will receive software questions and incident reports, investigate the issue and help ensure a proper resolution.

Our customers use industrial automation solutions in pharmaceuticals, energy, chemicals, and food and beverage. A ticket may concern an application that will not start, unexpected software behavior, a configuration question or an issue requiring specialist support. Clear communication and accurate registration matter just as much as technical analysis.

You will ask targeted questions, collect relevant details and resolve known or less complex problems yourself. For more complex issues you will involve an automation engineer or other specialist, provide a complete handover, monitor progress and keep the customer informed. By documenting solutions you will help resolve future tickets more efficiently.

You do not need to know all industrial applications from the outset. A good IT or software foundation, a willingness to learn and a service-minded attitude are important. You will have opportunities to broaden your technical knowledge of our solutions.

What will you do?

Your responsibilities will include

• Logging and following up support requests: Capture what happened, which system is affected and the operational impact, then track the ticket status.
• First-line software troubleshooting: Investigate known error messages and solve straightforward issues using a careful, structured approach.
• Application support: Help users with installation, configuration and usage questions and check whether the solution works.
• Escalation to engineers: Prepare complete problem descriptions so specialists can efficiently take over complex incidents.
• System monitoring: Identify unusual system behavior and report potential incidents before they escalate.
• Knowledge base maintenance: Document recurring issues, solutions and procedures for future use.
• Minor software and configuration changes: Build technical skills by assisting colleagues with practical changes and analyses.

The level of independence expected will depend on your experience, the project and the customer environment.

What does the role offer?

• A gross monthly salary of €2,900–€3,600, depending on your knowledge and experience, on a full-time basis and excluding holiday allowance.
• 25 vacation days and 13 additional ADV days each year for full-time employees (38 days off in total).
• 8% holiday allowance, paid in June.
• Pension accrual through Pensioenfonds Metaal en Techniek (PMT), subject to the pension scheme’s participation requirements.
• Employment conditions under the Dutch Collective Labour Agreement for Metal and Technology – Technical Installation Companies (CAO Metaal en Techniek – Technisch Installatiebedrijf).
• Flexible working hours between 08:00 and 18:00, where operational needs and customer commitments allow.
• A commuting allowance of €0.25 per kilometre for travel by private vehicle, up to a maximum commuting distance of 60 kilometres one way, in accordance with company policy.
• Compensation for overtime and additional business travel time in accordance with the applicable arrangements.
• Opportunities for education, training and certifications in line with your role and development.
• Varied work in industrial environments, direct communication and supportive colleagues.
• Annual team activities and a company Christmas dinner.
• Opportunities to develop toward advanced technical support, automation or IT/OT.

Full-time employment means 38 paid contractual hours per week, with a 40-hour working week and ADV time accrued. For part-time employees, salary and leave are calculated pro rata.

What knowledge and experience do we ask for?

• An MBO level 4 or HBO qualification in IT, Software Engineering, ICT Administration, Industrial Automation or a comparable field.
• Basic knowledge of software applications, IT systems and networks.
• The ability to ask focused questions and investigate problems step by step.
• A customer-service mindset and reliable follow-up on commitments.
• A willingness to learn new software and industrial applications.
• Good command of Dutch and English.

We provide the opportunity to become familiar with our industrial applications and to grow your skills alongside technical specialists.

Interested?

Does this role sound interesting to you? Send your CV and a short motivation to:

Sander van Zuilen

[email removed]

[phone removed]

Not sure whether you meet every requirement, or would you like to learn more about the position? Feel free to contact us to discuss the possibilities.

Unsolicited approaches from recruitment agencies in response to this vacancy are not appreciated.