IT Support Agent

Jobtailor; Berlin; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

Jobtailor in Berlin is seeking an IT Workplace Support Specialist to deliver daily remote and on‑site support across O365, JAMF, Intune/Autopilot, video conferencing, and Active Directory. You will manage tickets with Jira and Confluence, contribute to knowledge bases, and participate in Incident, Problem, and Change Management for workplace services.

Fluency in English is required and German is a strong plus; the role emphasizes collaboration with a global team and staying ahead of security

Qualifikationen

• Bachelor’s degree in Computer Science or related field.
• 3+ years in workplace management/support in IT.
• End-user device support on Windows and macOS.
• ITIL certification or 3+ years ITIL experience.
• Networking basics to troubleshoot user issues.
• Video conferencing products experience (MS Teams/Zoom).
• Strong communication and ability to explain complex topics.
• English fluency; German is a plus.

Aufgaben

• Provide daily remote and in-person IT workplace support across O365, JAMF, Intune/Autopilot, Video Conferencing, Active Directory, Access Management, and Okta.
• Manage tickets via Jira and Confluence with timely updates.
• Create and maintain knowledge documents and how-to guides.
• Participate in Incident, Problem, and Change Management for IT Support and Workplace services.
• Collaborate on IT Support and Workplace projects.
• Work within a global team designing, protecting, and managing workplace services for BMG.
• Stay updated on emerging technologies and security threats, evaluating them for adoption.

Ausbildung

Bachelor’s degree in Computer Science or related field

Tools

ITIL Certification

Jobbeschreibung

Responsibilities

• Provide daily remote and in-person support across IT workplace services, including O365, JAMF, Intune/Autopilot, Video Conferencing, Active Directory, Access Management, and Okta
• Manage tickets and workload effectively through ITSM tools such as Jira and Confluence, ensuring timely and user-focused updates
• Contribute to the team’s knowledge management platform by creating and maintaining processes, technical guides, and how-to documentation
• Participate in Incident, Problem, and Change Management for IT Support and Workplace services
• Collaborate on projects led by the IT Support and Workplace function
• Work as part of a global team that designs, protects, and manages workplace services for BMG
• Stay abreast of emerging technologies and security threats, proactively assessing and evaluating them for potential adoption within the organization

Requirements

• Bachelor’s degree in Computer Science, a related technical field, or an equivalent combination of education and practical work experience
• 3+ years of experience in a workplace management/support role or a similar position within a professional IT environment
• Deep expertise in end‑user device support (Windows & macOS), package management, patch management, and standard support procedures
• ITIL certification or at least 3 years of experience working within the ITIL framework
• Solid understanding of core network and workplace concepts (connectivity, Wi‑Fi, VPN, basic routing, and firewall behavior) sufficient to troubleshoot common user issues and effectively liaise with specialist teams
• Experience with corporate video conferencing products and services (e.g., MS Teams, Zoom, or modern conference room setups)
• Strong communication and interpersonal skills, with the ability to explain complex technical topics in clear, non‑technical language
• Proven ability and desire to engage and collaborate with a diverse set of stakeholders
• Fluency in English is required; German language skills are a strong plus.