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On-site IT Support (Location: Rheinfelden, Germany or Schaffhausen, Switzerland)

Requisition ID
2024-12437
# of Openings
1
Position Type
Regular Full-Time
Location
DE-Rheinfelden

Your Role at Cabot

We are looking for highly motivated, technically adept and customer service focused Field Service Engineers (FSE) with a desire to work in a fast paced, deep relationship environment.

Under limited supervision, the FSE provides second-level IT technical support of desktops and IT equipment at our office in Schaffhausen, Switzerland and our manufacturing plant in Rheinfelden, Germany. This includes the diagnoses and problem solving of issues on a particular technology or local applications. Resolving problems of higher complexity. Training others and assisting with the coordination of regional activities and support of Digital projects & Global initiatives working with our MSP (Managed Service Provide) Cognizant.

How You Will Make an Impact

 

  • Provides second-level support directly to local users at our regional head-qurters in Schaffhausen, Switzerland and our manufacturing plant in Rheinfelden, Germany.  Ensures smooth and timely attention and solution to user problems. Handles a wide variety of service issues, including more complex problems. Consistently meet Service Level Agreements and communicate directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce and resolve reported issues.
  • Provides new user induction training as part of the onboarding process and takes care of the hardware provisioning which includes the Digital Workplace.
  • Ensures and maintains sufficient computer equipment capacity (inventory) related to all client/servers, LAN, telecommunications, and other infrastructure equipment. This includes maintaining a clean and organized server room with clear documentation and track physical returns of client equipment and update CMDB (Configuration Management DataBase) accordingly.
  • Perform physical asset audit to validate the data in the CMDB is accurate and current as requested, (Stale report) and maintains inventory for computers ready to deploy.
  • Provides one-on-one training and/or day to day guidance to users and less experienced specialists directly or remotely as needed.
  • Executes established Digital procedures and guidelines. May assist with drafting of new procedures as needed. Monitors equipment activity against global standards and planned activities.
  • Maintain & update tickets in ServiceNow and communicates status. Applies proper ticket hygiene, manages aging tickets, backlog and escalates where needed.
  • Creates Knowledge Base articles to ‘left shift’ some of the local support to Service Desk or L2 Teams. (Shift Left: make knowledge available to less experienced support teams, helping them answer more difficult customer questions.)
  • Executes wellness checks to the identified Cabot’s location(s) as requested and approved by Cabot
  • Regularly defining and updating the Site runbook to document the onsite activities / systems / Infrastructure.
  • Coordinate IMAC-D service requests with Service Desk and all other necessary service providers, Third-Party and Cabot support organizations to resolution and closure. (IMAC-D: Install, Move, Add, Change or Delete)
  • Provide level 3 support and problem resolution for printing issues at site level, and smart hands support for third party provider managed devices
  • Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment.
  • Coordinate with appropriate level 2 or level 3 analyst(s) in response to an escalated incident or service Request
  • Build, configure and test device implementation in accordance with the Standard equipment configurations and software image in accordance with the procedures and specific service requests (PC refresh)
  • Support Audio and visual services including management of conference rooms, huddle space and all employee space, including management of desktop equipment, and teleconference tool management.

What You Will Bring to Cabot

  • 5+ years of experience in IT field. 
  • Fluency in English and German written, verbal and interpersonal communication skills at all levels.
  • Strong troubleshooting and diagnosis skills; ability to use Root Cause Analysis techniques to trace problems to their source and find solutions.
  • Good knowledge on ITIL Processes, ticketing and monitoring tools (preferably ServiceNow).
  • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
  • Operating Systems – Windows 7 to 8.1 and Windows 10, Windows 11 (preferably), OS installation with an experience on all tools majorly PXE Boot.
  • SCCM – Operating system deployments, Application and Security Patch Deployment, Troubleshooting.
  • Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365
  • Ability to coordinate activities connected to larger projects.
  • Willingness to travel: Person will need to travel between Schaffhausen, Switzerland and Rheinfelden, Germany. 

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About Cabot


Cabot Corporation (NYSE: CBT) is a leading global specialty chemicals and performance materials company headquartered in Boston, Massachusetts, USA.

Our businesses deliver a broad range of products and solutions to customers in every corner of the globe, serving the transportation, infrastructure, environment and consumer industry sectors. We bring the power of innovative chemistry to solve customers' challenges today while preparing them to meet tomorrow’s needs. Our commitment to innovation is driven by a passion to advance our customers' businesses through our deep understanding of their applications and the global trends that impact their operations.

Innovation that drives sustainability

Many of the world’s greatest sustainability challenges are fundamentally chemistry problems. We can convert the mobility sector from internal combustion engines to electric vehicles, but this requires batteries with greater range and lower cost. This is fundamentally a chemistry challenge. We can have a zero-energy building, but this requires high performance insulation, efficient solar panels, and energy storage solutions. Each of these are fundamentally chemistry challenges.

At Cabot, we bring the power of innovative chemistry and a spirit of partnership with our customers to advance solutions that will enable a sustainable future. Our strength in research and development is a major reason why we have been an industry leader for more than 135 years in products such as reinforcing and specialty carbons, battery materials, aerogel, fumed metal oxides, inkjet colorants, masterbatches and conductive compounds.

Our employees around the world are united by our shared purpose: Creating materials that improve daily life and enable a more sustainable future. Through our corporate strategy, “Creating for Tomorrow,” we are focused on our core strengths to lead in performance and sustainability – today and into the future.


EEO/AA Employer/Vet/Disabled/RC14001


Realizing we function better together than individually, Cabot Corporation is proud to be an equal opportunity employer. We are committed to fostering an inclusive culture that embraces our differences and to empower employees to achieve exceptional results, without consideration of sex, race, color, religion, national origin, citizenship, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected categories. This includes providing reasonable accommodation for employees’ and applicants’ disabilities or religious beliefs and practices, in accordance with applicable law.

Cabot is committed to supporting and maintaining a safe and environmentally focused working environment. All employees are expected to uphold this commitment in every position.

Nondiscrimination Policy with Respect to Discussion of Pay


This is to advise that it is the policy of Cabot Corporation not to discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. This policy, however, shall not apply to instances in which an employee who has access to the compensation information of other employees or applicants as part of that employee's essential job functions (such as in payroll or HR) discloses the compensation of such other employees or applicants to individuals who do not otherwise have access to such information, unless that disclosure is in response to a formal complaint or charge, in furtherance of an investigation, proceeding, hearing or other action, including an investigation conducted by Cabot, or otherwise as required by law.

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