IT Operations Specialist - End User Services (all genders)

tonies is the world’s leading interactive audio platform for children, with over 10 million Tonieboxes and 125 million Tonies sold globally.

Our intuitive, screen‑free system empowers children to learn and play independently in a safe and engaging way.

With a presence in over 100 countries and a diverse portfolio of 1,400 Tonies across multiple languages, we continue to redefine how children experience storytelling and learning.

Since our IPO in 2021, our global team of 600+ colleagues is united by a shared mission: shaping the future of play, learning, and imagination.

Position Summary

We are looking for an experienced IT Operations Specialist to join our End User Services team and support employees across our global organization.

In this role, you will provide hands‑on and remote IT support, help manage user access and workplace tools, and contribute to reliable day‑to‑day IT service delivery across our offices and remote teams.

You will work in a modern, cloud‑first environment built around tools such as Google Workspace, Okta, Microsoft 365, Slack, Kandji, Intune, and other Saa S platforms, while collaborating closely with colleagues across the IT Operations department.

This role is a good fit for someone who enjoys solving practical problems, working independently, communicating clearly with users and stakeholders, and improving how IT services are delivered.

Responsibilities

End‑User Support & Workplace Operations

• Provide hands‑on IT support for employees across different offices and remote locations, covering hardware, mac OS/Windows, Saa S applications, user access, and day‑to‑day workplace tools.
• Support onboarding and off‑boarding activities, including device preparation, account/access readiness, and related user support activities.
• Support local hands‑on workplace technology needs, including workplace setup, meeting room technology, video conferencing, and AV equipment support.
• Troubleshoot endpoint‑related user issues and device provisioning activities in close collaboration with Infrastructure Operations.
• Take ownership of assigned requests, communicate clearly with users, and ensure timely follow‑up until resolution or proper escalation.

Workplace & Saa S Platforms

• Support day‑to‑day administration of core workplace platforms such as Google Workspace, Microsoft 365, Okta, and other Saa S workplace tools.
• Support user provisioning, access changes, group membership, and basic configuration tasks according to defined processes.
• Troubleshoot user‑facing issues related to login, access, SSO, MFA, and application availability.
• Assist with Saa S application support, basic workflow improvements, and workplace automation initiatives that help reduce manual workload.

IT Service Delivery & Continuous Improvement

• Manage and resolve IT support requests through the company’s IT service management platform, ensuring clear ownership, timely follow‑up, and proper escalation when needed.
• Maintain accurate asset records, documentation, and knowledge base content to support consistent service delivery.
• Contribute to process improvements, standardization, and simple automation initiatives that reduce manual work and improve the employee IT experience.
• Identify recurring issues and suggest practical improvements to tools, workflows, and support processes.
• Help ensure reliable, responsive, and consistent End User Services delivery across office and remote environments.
• Support the continuous improvement of documentation, standardization, and operational maturity over time.

Qualifications

• Proven experience in IT Operations or IT Support within a modern cloud‑first environment.
• Hands‑on experience supporting mac OS, Windows, Saa S applications, and common workplace tools.
• Experience supporting workplace and identity platforms such as Google Workspace, Microsoft 365, and Okta.
• Familiarity with user provisioning, access management, SSO, MFA, Id P concepts, and basic troubleshooting of login or access‑related issues.
• Basic understanding of endpoint management concepts, network fundamentals, and tools such as Kandji, Intune, or Jamf.
• Experience working with ITSM tools like Jira, support processes, documentation, and knowledge base content.
• ITIL Foundation knowledge is a strong advantage.
• Strong troubleshooting skills, with the ability to solve practical problems independently and escalate when needed.
• Clear communication skills, a service‑oriented mindset, and the ability to manage expectations with users and stakeholders.
• Structured and proactive way of working, with strong ownership, accountability, and prioritization.
• English proficiency is required, as this role operates in an international working environment.
• German language skills are considered a plus.
• Additional Information
• This role requires regular on‑site presence in one of our office locations (Berlin or Düsseldorf – minimum 3 days per week in the office).
• Applicants must have the legal right to work in Germany. Visa sponsorship is not available for this role.

Benefits

• Competitive salary and comprehensive benefits tailored to your location.
• Paid time off for rest and recharge.
• Internal and external training opportunities with an individual learning budget.
• Discounts on tonie products.

As part of our principles, we are committed to supporting inclusion and diversity at tonies.

We actively celebrate our colleagues’ different abilities, ethnicities, faith, and gender.

Everyone is welcome and supported in their development at all stages in their journey with us.

We look forward to hearing from you!

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