Senior IT Service Engineer

Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world’s fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what’s possible. We invest heavily in advanced AI capabilities—specifically our Process Intelligence Graph to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet.

The Team:

As an IT Service Engineer at Celonis, you will be a vital part of our international IT Service Team, responsible for ensuring seamless IT operations across the company. You will play a critical role in troubleshooting, resolving, or escalating IT-related issues for Celonis employees globally, with a special focus on supporting our Munich office. This is an excellent opportunity for an experienced IT professional with hands‑on expertise in both macOS and Windows environments who thrives in a fast‑paced, dynamic, and international workplace.

The work you’ll do:

• Act as the first point of contact for onsite IT requests at the Munich office, resolving issues directly
  or escalating them as needed — complementing our central First Level Support team.
• Provide hands‑on support across both macOS and Windows platforms, troubleshooting hardware,
  software, and network issues.
• Deliver onsite IT support to Celonis employees at the Munich office and collaborate with theglobal IT Service Team via phone, email, and remote assistance.
• Install, configure, and maintain computing equipment and peripherals — desktop and laptopsystems (macOS and Windows), network printers, and mobile devices.
• Support and manage mobile devices through MDM platforms such as Intune and Kandji.
• Own the IT onboarding experience for new employees in the Munich office.
• Perform basic repairs and replacements of computing equipment when needed.
• Ensure clear, empathetic communication with users to understand, document, and resolve their issues.
• Own the setup, operation, and maintenance of media and AV technology across the Munich officemeeting-room systems and audio/video equipment.
• Configure and maintain video conferencing systems and ensure a reliable, seamless meeting experience.
• Provide AV and technical support for town halls, all‑hands, and internal events.
• Continuously improve the media/AV standard across rooms and proactively identify upgrades asthe office scales.
  
• Handle procurement and provisioning of hardware, including laptops and phones.
• Manage the hardware lifecycle from provisioning through to decommissioning.
• Develop and maintain documentation and user guides for common issues to improve IT serviceefficiency.
• Contribute to the conti