IT On-Site Support Engineer

About the role

Role: IT On-Site Support Engineer based in Cologne, responsible for delivering high-quality, on-site technical support and troubleshooting to ensure reliable IT operations and an excellent end-user experience.

Core expectations: diagnose and resolve technical issues, support IT systems and infrastructure, and deliver customer‑focused support; this is a fully site‑based role to enable close, real‑time collaboration required for medicines manufacturing.

Responsibilities

• Provide on-site technical support to end users including VIPs and executives, and support business events such as town halls and client visits.
• Install, configure, maintain and troubleshoot computers, networks, A/V equipment, peripherals, operating systems and applications.
• Diagnose and resolve technical issues, perform routine maintenance and updates, and escalate complex incidents to Infrastructure teams when required.
• Document and track incidents and resolutions in the ticketing system and support data center activities 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 audits and ensuring compliance with company procedures.
• Provide training, guidance and knowledge sharing to end users to promote effective use of IT systems and reduce repeat support requests.

Requirements

• Strong customer service skills focused on user satisfaction and service quality.
• Solid technical knowledge and a commitment to IT service improvement and best practices.
• Excellent troubleshooting, problem‑solving and decision‑making skills.
• Ability to manage incidents and service requests efficiently and meet agreed service levels.
• Strong communication and collaboration skills to work 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 commitment to continuous learning and knowledge sharing.

Skills

Technical troubleshooting, incident management, communication and collaboration with global teams, adaptability to new technologies, and IT security awareness.

Work arrangement

This is a fully site‑based role in Cologne to support close, real‑time collaboration and the technical precision needed in medicines manufacturing.

Compensation

Compensation programs that recognize high performance.

Benefits

Agile career and dynamic working culture; inclusive and ethical workplace; and a variety of role‑ and location‑dependent benefits (see global benefits link).

Company context

Lonza is a global life‑sciences company with 30+ sites across five continents; the company emphasizes collaboration, accountability, excellence, passion, integrity, and a diverse, inclusive workplace focused on manufacturing medicines.