Senior IT Support Specialist

Remerge helps leading mobile app marketers increase revenue and retention by activating, re-engaging and retaining high-value users through programmatic in-app ads. Founded in 2014, Remerge has established itself as a leading app retargeting player globally, with offices spanning Berlin, New York, Singapore, Seoul and Tokyo. Our international team of experts has contributed to the growth of hundreds of apps across all major verticals, including gaming, on-demand delivery, e-commerce, and finance.

Job Mission

As a Senior IT Support Specialist at Remerge, you will provide comprehensive first and second-line IT support to employees across all regions from our Berlin office. Your mission is to resolve complex technical issues, enhance workflows, and contribute to the company’s IT strategy while mentoring junior team members and maintaining a seamless technology experience.

Key Responsibilities

• Employee Support:
  • Provide first and second-line IT support to Remerge employees globally, ensuring timely resolution of issues.
  • Act as the primary point of contact for IT Support across the company.
• Ticket Management:
  • Respond to and resolve tickets within service level agreements, documenting resolutions and troubleshooting steps.
  • Analyse ticket data to identify trends and recommend solutions for recurring issues.
• Technical Troubleshooting:
  • Diagnose and resolve software and hardware issues ranging from simple to complex.
  • Prioritise and evaluate technical issues based on business impact.
  • Escalate issues to appropriate teams when necessary.
• Knowledge Management:
  • Create and update knowledge articles to capture new issues and fixes.
• Mentorship & Collaboration:
  • Mentor junior IT team members to enhance team performance.
  • Recommend and implement workflow improvements.
• Project Management:
  • Research, plan, and execute IT projects aligned with company and team strategy.
• Hardware & Network Management:
  • Build and maintain Zoom meeting rooms, conference rooms, and associated hardware.
  • Manage audio and video systems for the office.
  • Configure and manage network systems, ensuring reliability and security.

Qualifications & Skills

• Experience:
  • 4–6 years of relevant experience in first and second-level IT support roles.
• Technical Expertise:
  • Proficiency in supporting the following tool stack:
    • Communication & Collaboration: Slack, Zoom, Miro, Google Workspace, Microsoft 365.
    • Security & Access: 1Password, Okta, Kandji, Meraki.
    • Workflow & Productivity: Jira, Confluence, Zapier, Juro.
  • Experience with building and maintaining conference rooms and A/V hardware.
  • Network configuration and management expertise.
• Additional Skills:
  • Strong self-management and ability to handle ambiguity.
  • Interest in exploring and implementing emerging technologies.
  • Fluent in English; German proficiency is a bonus.

Our promise

• Unlimited vacation days – for real. We give you the freedom to figure out the most productive work-life balance for you.
• A truly modern place to work: work from home, from our brand new office in Berlin, or remotely – your work environment is yours to design.
• Generous remuneration package including virtual shares, a dedicated education budget.
• End of the year bonus determined by company performance.
• Enrol in our Short Term Assignment (STA) program and travel to our offices around the globe for up to a month – subject to eligibility and internal policy.
• Comfortable work setup – laptop, phone, screen(s), standing desk etc.
• Support for your setup while working from home.
• Wellness benefits such as sports memberships, Nilo Health subscription and internet reimbursements.
• Company events including breakfast twice a week, team lunches, birthday and milestone celebrations, quarterly team events and company-wide parties & trips.

Remerge is an Equal Opportunity Employer: all qualified applicants are considered for positions regardless of race, ethnic origin, gender, age, religion or belief, marital status, gender identification, sexual orientation, veteran status or disability. We\’re looking forward to your application!

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