Senior IT Support Engineer (f / m / d)

Job Responsibilities

1. Be the primary point of contact for employees seeking technical assistance over a diverse range of software and hardware issues.
2. Deliver effective 1st and 2nd level support on-site and provide guidance to other IT Support Engineers in the global organization.
3. Set up and maintain audio and video equipment.
4. Test, evaluate, and seamlessly integrate new technologies into our existing IT infrastructure.
5. Create, update, and maintain comprehensive training materials and technical documentation.
6. Analyze support requests to uncover underlying issues and trends.
7. Contribute to the standardization and ongoing improvements of IT Support processes and service quality, ensuring the scalability of IT Support in a growing organization.

Who Are We Looking For?

• Minimum of 3 years of professional experience in a technical help desk or support role.
• Solid hands-on experience and deep knowledge of IT and Apple technologies, particularly in managing a fleet of Mac and iPhone devices using asset management systems and administering those devices remotely.
• Experience with ticketing / service desk applications (e.g., Jira Service Desk, ServiceNow).
• Excellent communication skills in English, both written and spoken, with expertise in communicating technical content clearly.
• Customer-oriented mindset with the ability to adapt swiftly to constantly changing environments.
• Ideally experience in one or more of the following areas:
• Identity Management with Okta
• Microsoft 365 administration
• Administration of Atlassian products (Confluence & Jira)
• Scripting (e.g., Bash, PowerShell)