IT Support Engineer

Responsibilities

• Resolve day‑to‑day IT support tickets independently, maintaining high response quality and ensuring at least 90% of tickets are handled within SLA.
• Own the full Berlin onboarding and offboarding journey, ensuring every new hire has hardware and account access ready on day one.
• Keep our hardware inventory accurate and up to date, and build simple processes that make asset tracking easier going forward.
• Grow our self‑service knowledge base with clear, practical guides that help people resolve common issues themselves.
• Plan ahead on IT procurement together with the wider IT team so new hires and existing employees never wait on missing equipment.
• Keep the Berlin office informed with regular updates on IT changes, known issues, and best practices.
• Contribute to strategic Corporate IT initiatives, such as a device lifecycle policy, a VPN rollout, or software standardization.
• Partner with People & IT to build a simple way to collect feedback on support and onboarding, piloting it within nine months and making it part of how we work by month twelve.

Requirements

• 2–3 years of experience in IT support, service desk, workplace technology, or systems administration.
• A genuine interest in helping people, with strong listening skills and the ability to explain things clearly regardless of technical background.
• Comfortable working through ambiguous problems independently — asking the right questions, investigating root causes, and knowing when to escape.
• About two years of hands‑on mac OS support experience, confidently handling networking, login and access, app troubleshooting, permissions, peripherals, and basic hardware issues.
• Familiarity with Saa S tools like Google Workspace, Slack, or Notion, and practical exposure to device or identity workflows such as MDM enrollment or account lifecycle management in tools like Jamf, Kandji, Okta, or Jump Cloud.

Ideally includes some IAM experience such as user lifecycle, access groups, MFA, or SSO troubleshooting.

• A mindset that goes beyond fixes: when you spot a recurring issue, you create a documented process or improved guide and use user feedback to continuously improve support and onboarding.
• Ideally, experience helping to structure onboarding at scale in a growing company, and comfort using light scripting or no‑code automation to reduce manual work.
• A clear, approachable communicator who contributes to internal IT guidance and keeps people informed about changes or known issues.

Experience with everyday network and office tech troubleshooting — Wi‑Fi, VPN, printers, meeting‑room and video call setups — is a plus, as is experience supporting remote or hybrid teams and German language skills.

• Familiarity with Gen AI tools and enthusiasm for automating workflows.
• Core Competencies

Demonstrates expertise in IT support and service desk operations, with a strong focus on onboarding processes, asset management, and user feedback integration.

Proficient in mac OS support and familiar with Saa S tools and identity workflows to enhance operational efficiency.

#J-18808-Ljbffr