IT Support Engineer

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Role Overview

As a first-line IT and network support engineer at Geekplus' European project sites, you will be the first point of contact for IT/network issues across our European warehouse sites and the Germany office, ensuring our robot systems and IT infrastructure run smoothly during local business hours.

The role spans three core technical tracks — networking, operations, and information security — and during project delivery also carries a portion of pre-sales / solution-deployment work, taking the standard network and server deployment architecture provided by HQ and rolling it out at customer sites.

Key Responsibilities

• 1. On-Site & Remote First-Line Support (Core)
• Respond to network and IT incidents at European warehouse sites during local business hours, performing initial troubleshooting: connectivity checks, log collection, device reboots, AP/switch status verification, etc.
• Provide desktop support to Germany office staff: device setup, account management, software installation, meeting-room AV support.
• Participate in an on-call rotation for critical network incidents outside business hours.
• 2. Network Operations & Hybrid-Cloud Connectivity
• Maintain site LAN and wireless networks: Wi-Fi controller management, channel optimization, performance analysis.
• Work with the HQ network team to deploy and troubleshoot hybrid/multi-cloud interconnection, covering routing, VPN, DNS, and traffic optimization.
• Support remote-access and WAN platforms (VPN, SASE, SD-WAN) on the European side — access provisioning, debugging, and operations.
• Apply working knowledge of AWS networking (VPC, security groups, Route 53, cross-region interconnect) to complete site-side configuration and validation per HQ architecture.
• Maintain the VMware virtualization platform and on-site servers, ensuring system stability and performance.
• 3. Information Security
• Support enterprise firewall (Forti Gate) policy implementation, VPN configuration, log analysis, and initial security-incident response.
• Support PKI and certificate management to secure access and encrypt communications.
• Collaborate with HQ security and service-desk teams to keep the on-site network compliant, controlled, and scalable.
• 4. Escalation Coordination (with China HQ)
• Work closely with the network engineering team at China HQ, accurately collecting and relaying diagnostic information to drive efficient remote resolution.
• Act as the technical and language bridge between the site and HQ.
• During new-project delivery, adapt, demonstrate, and present the standard network and server deployment architecture provided by HQ, tailored to the customer's on-site conditions.
• Work with sales/project teams on customer‑side technical communication, site surveys, deployment architecture planning, and rollout.
• Collect on-site constraints (server room, circuits, IP planning, etc.) and feed them back to the HQ solution team.

Requirements

• Basic Requirements
• Bachelor's degree or above in Computer Science, Network Engineering, or a related field; 3+ years of enterprise network / IT support experience (may extend to 5+ years for deeper network-architecture scope).
• Solid command of TCP/IP, DHCP, DNS, VLAN, routing, and authentication fundamentals, with strong fault analysis and root‑cause identification skills.
• Familiarity with enterprise wireless networks, switching/routing equipment, and VMware virtualization deployment and troubleshooting.
• Good Chinese communication skills (for collaboration with China HQ); English or German as a working language on site.
• Strong sense of responsibility and documentation skills; able to work independently on site within a global team.
• Willing to work on-site in Europe and participate in a reasonably‑paced on‑call rotation.
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