Job Title: IT On-Site Support Engineer
Location: Cologne
The role:
We are seeking a skilled and dedicated IT On-Site Support Engineer to provide high-quality, on-site technical support and troubleshooting services, ensuring reliable IT operations and an excellent end-user experience. The successful candidate will be responsible for diagnosing and resolving technical issues, supporting IT systems and infrastructure, and delivering responsive, customer-focused support. This role requires strong technical expertise, excellent problem-solving skills, and effective communication and collaboration with end users, colleagues, and other IT teams to ensure efficient service delivery and continuous improvement.
This is a fully site‑based role. Working together in person supports close, real‑time collaboration and the technical precision needed to manufacture medicines to the highest quality and safety standards.
What you will get:
- An agile career and dynamic working culture
- An inclusive and ethical workplace
- Compensation programs that recognize high performance
- A variety of benefits dependant on role and location
- The full list of our global benefits can be also found on https://www.lonza.com/careers/benefits
What you will do:
- Provide on-site technical support to end users, including VIPs and executives, and support business events such as town halls and client visits, ensuring reliable IT services and a positive user experience.
- Install, configure, maintain, and troubleshoot computer systems, networks, audiovisual (A/V) equipment, peripherals, operating systems, applications, and network connectivity.
- Diagnose and resolve technical issues, perform routine system maintenance and updates, and collaborate with IT teams to address complex incidents, acting as an escalation point for Infrastructure teams when required.
- Document and track support activities, incidents, and resolutions in the ticketing system, while providing hands-on support for data center activities in coordination with Global Infrastructure teams, service providers, and vendors.
- Act as an ambassador for Lonza IT Security by enforcing IT security and data protection policies, supporting internal and external audits, and ensuring compliance with company standards and procedures.
- Provide training, guidance, and knowledge sharing to end users on IT systems, applications, and equipment to promote effective usage, improve user confidence, and reduce recurring support requests.
What we are looking for:
- Strong customer service skills with a focus on user satisfaction and service quality.
- Solid technical knowledge and commitment to IT service improvement and best practices.
- Excellent troubleshooting, problem-solving, and decision-making skills.
- Ability to manage incidents and service requests efficiently, meeting agreed service levels.
- Strong communication and collaboration skills, working effectively with local and global IT teams.
- Adaptability to new technologies, changing business needs, and continuous improvement initiatives.
- Good understanding of IT security, data protection, and compliance requirements, with a commitment to continuous learning and knowledge sharing.
About Lonza
At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.
Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you’re ready to help turn our customers’ breakthrough ideas into viable therapies, we look forward to welcoming you on board.
Ready to shape the future of life sciences? Apply now.
Skills Required
- Strong customer service skills focused on user satisfaction and service quality
- Solid technical knowledge and commitment to IT service improvement and best practices
- Excellent troubleshooting, problem-solving, and decision-making skills
- Ability to manage incidents and service requests efficiently while meeting agreed service levels
- Strong communication and collaboration skills with local and global IT teams
- Adaptability to new technologies, changing business needs, and continuous improvement initiatives
- Understanding of IT security, data protection, and compliance requirements
- Commitment to continuous learning and knowledge sharing
What We Do
At Lonza, we enable A Healthier World by supporting our healthcare customers on the path to commercialization. Our community of 16,000 talented employees work across a global network of more than 30 sites to deliver for our customers across the pharma, biotech and nutrition markets.
