Senior IT Engineer

Spryker Systems; Berlin; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

Spryker Systems in Berlin is seeking a senior IT support professional to act as an escalation point for complex issues and to partner with global teams in a hybrid environment. You will support employees through onboarding to offboarding, manage device provisioning via MDM, maintain macOS and Windows endpoints, and ensure secure identity and access across IdP, SSO, and SAML.

The role emphasizes automation, documentation, and collaboration with vendors and internal teams to scale the IT support

Qualifikationen

• 5+ years of experience in IT user support or workplace technology.
• Proven ability to resolve complex escalations.
• Experience in fast-paced SaaS environments.
• Strong documentation and knowledge-management skills.
• ITIL certification is a plus.

Aufgaben

• Be the senior escalation point for complex hardware, software, endpoint, identity, access, and connectivity issues, owning resolution.
• Support employees across the full technology lifecycle—from onboarding to offboarding.
• Improve systems and processes behind the IT support service to scale with Spryker.
• Administer macOS and Windows environments via MDM, including device security and lifecycle management.
• Manage identity and access across IdP, SSO, and SAML, including user accounts and permissions.
• Support SaaS tools such as Google Workspace, Atlassian, Slack, and other internal applications.
• Maintain accurate, actionable documentation for systems, support procedures, and assets.
• Use scripting, automation, APIs, and AI-enabled approaches to improve efficiency and reliability.
• Collaborate with stakeholders, vendors, and internal teams to evaluate, roll out, and improve tools and services.
• Contribute to IT security, governance, and compliance through access reviews and lifecycle controls.
• Support IT projects such as tool implementations and migrations.
• Share knowledge to raise the wider IT support team's capability.

Jobbeschreibung

• As a senior member of the internal IT team, you will be a trusted escalation point for complex technical issues and a proactive partner to teams across Spryker.
• You will support employees across their entire technology lifecycle, from onboarding and device provisioning through day-to-day support, role changes, and offboarding.
• Alongside resolving issues, you will improve the systems and processes behind our support service so that it scales with the company
• Act as a senior escalation point for complex hardware, software, endpoint, identity, access, and connectivity issues, taking ownership through to resolution
• Provide high-quality technical support across the company, balancing fast incident resolution with a thoughtful, service-oriented employee experience
• Own and continuously improve onboarding, offboarding, access-change, device-provisioning, and asset-management processes
• Administer and maintain macOS, Windows, environments, including endpoint configuration, device security, troubleshooting, and lifecycle management through MDM
• Manage identity and access processes across IdP, SSO, SAML, user accounts, groups, permissions, and application access
• Support the administration and reliable operation of SaaS tools such as Google Workspace, , Atlassian, Slack, and other internal business applications
• Maintain accurate, practical documentation for systems, support procedures, knowledge articles, asset records, and recurring solutions
• Use scripting, automation, API’s, and AI-enabled approaches where they can make IT support more efficient, consistent, and scalable
• Partner with stakeholders, vendors, and internal teams to evaluate, implement, roll out, and improve tools and services
• Contribute to IT security, compliance, and governance practices, including access reviews, device standards, lifecycle controls, and timely deprovisioning
• Support IT projects such as tool implementations, migrations, system improvements, and changes to the employee technology experience
• Share knowledge with colleagues and help raise the technical capability and consistency of the wider IT support function

Experience supporting SaaS tools such as Google Workspace, Atlassian, Hubspot, Slack, and comparable collaboration and productivity platforms

Proactive, curious, and detail-oriented, with strong ownership, reliable follow-through, and a focus on documentation, data quality, and continuous improvement

Hands-on experience managing laptops, mobile devices, and employee hardware through MDM, including provisioning, configuration, security controls, and lifecycle management

Fluent in English; German language skills are nice to have but not mandatory

Experience contributing to IT projects, tool rollouts, vendor coordination, security and governance practices, and process improvement initiatives

5+ years of experience in IT user support, workplace technology, endpoint engineering, or a similar internal IT role, ideally in a fast-paced technology or SaaS environment

A calm, structured, and service-oriented problem-solver who communicates clearly, explains technical topics in plain language, and keeps people informed during incidents

Comfortable working independently and collaboratively in a fast-paced, international, hybrid environment

Proven ability to resolve complex technical escalations across Apple and Windows hardware, macOS, Windows, networking, endpoint security, and access management

Familiarity with ticketing, incident and problem management, service-management processes, asset management, and knowledge bases; ITIL certification is a plus

Experience administering identity and access services, including IdP, SSO, SAML, user and group management, permissions, and joiner-mover-leaver processes

Experience with scripting, automation, AI-assisted support, or other approaches that reduce repetitive work and improve reliability