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You will be based in our Berlin office Mon-Fri. As a sole IT Engineer in Berlin your direct line manager is based our of London. Our EMEA IT Client Service team consists of 7 members located in our 4 main offices: London, Warsaw, Berlin, and Amsterdam. Occasional travel will be required.
DUTIES:Develop business relationships and integrate activities with other IT departments to ensure successful implementation and support of project efforts
Work with local department managers to analyze and resolve problems associated with technical issues, and recommend solutions for changing needs
Provide Global support by managing tickets within our IT Service Management Ticketing System (ServiceNow) and understanding when to escalate priority issues
Ability to follow standard operating procedures and quickly redirect problems to appropriate resources when needed
Ability to develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support and pass them down to the Level 1 help desk
Actively participate as a Global IT member and participate in global projects
Demonstrated ability to manage and prioritize multiple problems and issues with minimal supervision, excellent organizational skills, a teamwork approach to work but also act independently to solve problems with necessary
Excellent oral and written communication skills with strong interpersonal skills
Candidate must have the basic ability to manage projects and an understanding of project methodology
Strong troubleshooting and problem-solving skills, resiliency in the face of continual change, and ability to handle high demands
Working knowledge of video collaboration (Zoom) and providing local A/V support
Prepare the office for new product or service releases and stay at the forefront of emerging industry practices, ensuring compliance with IT security and general controls
Responsible for maintaining local inventory accuracy and coordinating equipment
Prepare new hire hardware for deployment
Responsible for running weekly new hire orientation
Troubleshoot client-side network connectivity issues
Minimum of 8+ years experience supporting information technology infrastructure
Minimum of 5 years experience providing executive-level support
Strong experience with Mac OS systems at the user level
Experience with change control policies and procedures
Experience administering small-size corporate server rooms
Experience with the following applications: Zoom, Slack, Okta, Confluence, JIRA, ServiceNow
Office 365 Administration
Google Administration
Jamf Administration
Active Directory Administration
Must be able to work a flexible schedule, including overtime and after-hours work. Must be periodically on call for after-hours support
Onsite 5 days per week, Mon-Fri
Both German & English speaking
Must be able to lift 50lbs and ability to troubleshoot network issues in IDF
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