IT Support Engineer

Jobtailor; Berlin; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

Jobtailor in Berlin is seeking an experienced IT support specialist to handle day-to-day tickets, own onboarding/offboarding for new hires, and keep hardware inventories accurate. You will build self-service guides and collaborate on procurement to ensure no one waits for equipment.

You’ll partner with People & IT to pilot feedback on support and onboarding, contribute to device lifecycle policies, and help scale onboarding as the company grows. German language skills are a plus.

Qualifikationen

• 2–3 years of IT support, service desk, workplace tech, or systems administration.
• Genuine interest in helping people with strong listening skills and clear explanations.
• Ability to work independently, diagnose root causes, and know when to escalate.
• About two years of hands-on macOS support experience across networking, login/access, and hardware issues.
• Familiarity with SaaS tools (Google Workspace, Slack, Notion) and IAM workflows (Jamf, Kandji, Okta, JumpCloud).
• Ability to document recurring issues and create improved guides from user feedback.
• Experience structuring onboarding at scale and some light scripting or no-code automation.
• Clear communicator; comfortable with network/office tech troubleshooting; German language skills a plus.
• Familiarity with GenAI tools and enthusiasm for automating workflows.

Aufgaben

• Resolve day‑to‑day IT support tickets independently, maintaining high response quality and ensuring SLA.
• Own Berlin onboarding and offboarding journey, ensuring hardware and access ready on day one.
• Keep hardware inventory accurate and up to date, building simple asset-tracking processes.
• Grow self‑service knowledge base with clear, practical guides for common issues.
• Plan IT procurement with the wider IT team so new hires never wait for equipment.
• Keep the Berlin office informed with regular IT updates, issues, and best practices.
• Contribute to strategic Corporate IT initiatives, like device lifecycle policy or VPN rollout.
• Partner with People & IT to pilot feedback collection on support and onboarding, rolling it out within nine months and making it part of how we work by month twelve.

Kenntnisse

People-oriented

Clear communication

Independent problem solving

German language skills

macOS support

macOS troubleshooting

Remote/hybrid team experience

Identity/workflow familiarity

Onboarding at scale

No-code automation

GenAI awareness

Network/office tech troubleshooting

Tools

Jamf

Kandji

Okta

JumpCloud

Google Workspace

Slack

Notion

Jobbeschreibung

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 macOS support experience, confidently handling networking, login and access, app troubleshooting, permissions, peripherals, and basic hardware issues.
• Familiarity with SaaS 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 JumpCloud. 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 GenAI 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 macOS support and familiar with SaaS tools and identity workflows to enhance operational efficiency.