IT Technical Support Specialist

Summary

Join our team in Hamburg as an IT Technical Support Specialist! You will provide expert Level 1 & 2 IT support, both on-site and remotely, troubleshooting hardware and software issues. You'll design and implement automation workflows, improve self-service tools, and collaborate with various teams. Your responsibilities include managing hardware inventory, optimizing processes, and contributing to a better SaaS environment. This role requires strong problem-solving, communication, and collaboration skills, along with specific technical expertise. We offer flexible working arrangements and a range of benefits.

Requirements

• Have a Problem-Solving Mindset and the ability to systematically diagnose and resolve technical problems
• Have Strong Communication Skills to effectively communicate technical solutions to both IT and non-technical teams. Proficiency with communication tools like Google Workspace, Slack, and Zoom is essential
• Be Proactive & Self-Driven! Take ownership of tasks and suggest improvements to our IT infrastructure
• Experience with Identity Providers such as Okta, Azure AD, and Active Directory
• Proficiency in managing and troubleshooting Google Workspace
• Experience with MDM solutions for managing macOS, Windows, and iOS devices
• Familiarity with SaaS environments
• Ability to write clear and concise technical documentation
• Experience with JIRA for ticket management and issue tracking

Responsibilities

• Provide expert Level 1 & 2 support on-site and remotely, using diagnostic techniques and smart problem-solving to keep things running smoothly. This includes troubleshooting hardware with an MDM and solving software issues, resolving network connectivity problems, and assisting with application support
• Design and implement automation workflows, making IT support faster, smarter, and more efficient either in JIRA or in a low code environment like Workato
• Fine-tune chatbots, self-service tools, and proactive work on IT solutions that save time and effort
• Work closely with teams across the company to improve onboarding, IT services, and workflow automation. Provide clear and effective communication to both technical and non-technical users
• Identify pain points, optimize processes, and introduce new solutions that take IT to the next level. Contribute to the improvement of our SaaS environment
• Manage hardware inventory and manage the provisioning of new employees with necessary IT resources

Preferred Qualifications

• Passion for improving IT processes through automation and desirable scripting using Bash, Python, or similar languages
• Experience with Atlassian tools like JIRA and Confluence

Benefits

• Flexible working arrangements
• LinkedIn Learning
• Sabbatical & special leave policies
• WeRoad partnership
• Birthday, 24th + 31st December off
• Short term EU work policy
• Mobility Credit
• Health Insurance
• Employee assistance program