IT Support Engineer (M/F/D) Düsseldorf, North Rhine-Westphalia, Germany Information Services

Job Description

IT Operations is the frontline connection between IT@IFS and our global user community, delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently.

By providing responsive, high-quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions.

This mid-level role is crafted for experienced IT professionals who excel in delivering high-quality technical support directly to end users across varied environments.

As an IT Support Engineer, you are not only a frontline troubleshooter but also a strategic contributor to the broader support framework.

You act as a critical escalation point for complex technical issues that go beyond first-line resolution, applying deep diagnostic expertise and a methodical approach to problem-solving.

Your responsibilities span maintaining and enhancing the performance of end-user systems across a mixed Windows and mac OS estate, managing device configurations, and leveraging AI-driven applications and workflow automation to streamline support and operational processes.

In this capacity, you operate with a high degree of autonomy, often leading initiatives that improve service delivery and user satisfaction.

You are expected to identify inefficiencies, implement system optimizations, and contribute to continual service improvement efforts.

Collaboration is key, as you work closely with cross-functional and cross-regional teams to uphold service excellence, share best practices, and align support strategies with organizational goals.

Your role also involves mentoring junior support staff, shaping technical documentation, and participating in the rollout of new technologies – including AI-driven applications and workflow automation tools – that enhance the end-user experience and operational efficiency.

Ultimately, this position demands a balance of hands‑on technical proficiency, strategic thinking, and a user‑centric mindset.

You are a trusted technical advisor within the support ecosystem, driving operational resilience and ensuring that users across the enterprise experience seamless, secure, and responsive IT services.

• Deliver Advanced Multi-Platform Support
• Provide expert-level technical assistance across Windows, mac OS, and mobile platforms, with depth in mac OS and the wider Apple ecosystem.
• Act as the go‑to escalation resource for mac OS – covering deployment, configuration, patching, security, and advanced troubleshooting of Apple hardware and software in an enterprise environment.
• Ensure seamless user experiences by resolving complex device, application, and connectivity issues both onsite and remotely.
• Take ownership of persistent or high‑impact technical problems, applying deep diagnostic expertise.
• Collaborate with infrastructure and application teams to upscale and resolve issues efficiently.
• Support & Optimize Office IT Infrastructure
• Maintain and enhance video conferencing systems, network connectivity, and shared office technologies.
• Ensure meeting spaces and collaboration tools are reliable, user-friendly, and aligned with hybrid work needs.
• Leverage AI-Driven Applications & Workflow Automation
• Apply AI-driven applications and support tools – such as AI assistants, copilots, and intelligent diagnostics – to accelerate triage, troubleshooting, and resolution.
• Design, build, and maintain workflow automations that streamline repetitive support tasks and operational processes, reducing manual effort and improving consistency.
• Identify opportunities to embed AI and automation into service delivery and champion their adoption across the support team.
• Ensure AI tools and automated workflows are used securely and responsibly, in line with IT governance and compliance standards.
• Represent IT in Cross‑Functional Projects
• Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions.
• Provide input on planning, implementation, and post-deployment support.
• Maintain Documentation & Knowledge Sharing
• Create and refine internal documentation, SOPs, and troubleshooting guides.
• Contribute to team knowledge bases and mentor peers through structured learning and informal coaching.
• Onsite, with occasional travel to regional offices, to deliver hands‑on support, assist with deployments, and build relationships with local teams.
• Ensure consistent service standards across locations.

Qualifications

Education

Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

Certifications

• Apple certifications strongly preferred – ACSP (Apple Certified Support Professional) and ACi T (Apple Certified IT Professional).
• Other relevant certifications welcome (e. g., Microsoft Modern Desktop, ITIL Foundation).

Experience Requirements

• Strong professional IT support experience, including remote and onsite roles.
• Deep, demonstrable mac OS support experience in an enterprise environment – including mac OS deployment, configuration, patching, security hardening, and advanced troubleshooting of Apple hardware and software.
• Hands‑on experience managing Mac fleets with Jamf Pro, together with Apple Business Manager and the Apple Push Notification service; experience with Intune for cross‑platform MDM.
• Advanced proficiency in Windows and mobile (i OS and Android) platforms.
• Hands‑on experience with AI-driven applications – for example, AI assistants and copilots, chatbots, or AI-based support and diagnostic tools – to enhance productivity and service delivery.
• Practical experience with workflow automation tools (e. g., Microsoft Power Automate / Power Platform, Service Now workflows, or scripting such as Power Shell) to automate operational processes.
• Familiarity with ITIL service management and compliance practices.
• Experience supporting a global customer base and collaborating across time zones.
• Demonstrated professionalism, service mindset, and interpersonal skills.
• Additional Information

IFS is the fastest‑growing international business software vendor.

You will work with the leading Enterprise Software experts and have exposure to the latest technologies.

You can expect an open corporate culture and a pleasant working atmosphere.

• Lean and effective collaboration and decision‑making structures.
• You enjoy a high degree of personal responsibility and creative freedom in realizing your own ideas in a global environment.
• Attractive salary with above‑average additional benefits.
• Car Allowance and additional compensation for business trips.
• Company pension plan.
• Further training opportunities and intensive support during the induction phase.
• Flexible working hours and mobile working models – work from wherever you want, whether in the office or from home.
• 30 vacation days as well as additional special leave for birthdays and social commitment (CSR).
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