Senior IT Service Engineer

the company is the global leader in Process Intelligence and the pioneer of Process Mining technology.

As one of the world’s fastest-growing enterprise Saa S 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 the company, 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 the company 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 mac OS 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 mac OS and Windows platforms, troubleshooting hardware, software, and network issues.
• Deliver onsite IT support to the company 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 (mac OS 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 continuous improvement of local and global IT processes.

Required Skills

• Strong communication skills in English with the ability to work effectively in a global, multicultural team.
• Detail-oriented, with excellent problem-solving abilities and a proactive mindset.
• Capable of managing multiple tasks and projects in a fast-paced environment
• A team player who is motivated to provide excellent customer service and continuous improvement in IT processes.
• ITIL V4 Foundation certification

What the company can offer you

• Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations.
• Ownership from Day 1: Every full-time "Celonaut" is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants.
• Unrivaled
• Family

Support: Benefit from our inclusive parental leave policy—24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment.

• Work-Life

Integration: Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration.

• Continuous Growth: Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform.
• Holistic Well-being: Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated "Wellness Weeks" that prioritize work/life balance.
• Drive Sustainability: Participate in annual Impact Days, where you receive paid time off to volunteer for community and environmental causes with your local office, or virtually.
• Global Inclusion & Belonging: Find community through our Inclusion Think Tank and participate in our annual Inclusion Days, ensuring every voice is heard and valued.
• Value-Driven Impact: Join a mission-led organization where our core values—Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future—drive every decision.

About Us

the company makes processes work — for people, companies, and the planet.

Powered by process mining and AI, the the company Process Intelligence Platform integrates process data and business context to create a living digital twin of business operations.

We enable thousands of companies worldwide to understand how their business actually runs and, together with their partners, build intelligent solutions that transform and continuously improve the way they operate — unlocking billions in value. the company is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.

Get familiar with the the company Process Intelligence Platform by watching this video.

the company Inclusion Statement

At the company, we believe our people make us who we are and that “The Best Team Wins”.

We know that the best teams are made up of people who bring different perspectives to the table.

And when everyone feels included, able to speak up and knows their voice is heard - that's when creativity and innovation happen.

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Any information you submit to the company as part of your application will be processed in accordance with the company’ Accessibility and Candidate Notices

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