Your Responsibilities

• Resolve day-to-day IT support tickets independently, keeping response quality high and at least 90% of tickets within SLA.
• Own the full Berlin onboarding and offboarding journey, making sure every new joiner 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 solve 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 in the loop with a regular update 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 standardisation.
• 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.
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Your Profile

• You bring 2–3 years of experience in IT support, service desk, workplace technology, or systems administration.
• You genuinely enjoy helping people, listening well and explaining things clearly regardless of someone's technical background.
• You're comfortable working through ambiguous problems independently — asking the right questions, digging into root causes, and knowing when to bring in someone else.
• You have around two years of hands-on macOS support experience, confidently handling networking, login and access, app troubleshooting, permissions, peripherals, and basic hardware issues.
• You're familiar with SaaS tools like Google Workspace, Slack, or Notion. You've had practical exposure to device or identity workflows such as MDM enrolment or account lifecycle management in tools like SimpleMDM, Kandji, Okta, or JumpCloud, ideally including some IAM work like user lifecycle, access groups, MFA, or SSO troubleshooting.
• You think beyond the fix. When you spot a recurring issue, you turn it into a documented process or a better guide, and use user feedback to keep improving support and onboarding.
• Ideally, you've helped structure onboarding at scale in a growing company, and you're comfortable using light scripting or no-code automation to cut down on manual work.
• You're a clear, approachable communicator who enjoys contributing to internal IT guidance and keeping people informed about changes or known issues. Comfort 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.
• You possess familiarity with GenAI tools and are excited about automating your workflows.
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