IT Operations Specialist – Key Responsibilities & Requirements

Position Overview

• Act as the primary IT support contact for employees in the Berlin office, ensuring a seamless end-user experience.
• Support local and global IT infrastructure, workplace technologies, automation initiatives, and operational processes.
• Manage hardware provisioning, SaaS administration, user lifecycle activities, and IT service delivery.
• Collaborate with global IT teams to align on policies, processes, tools, and best practices.
• Deliver a high-quality, customer-focused IT experience that enables employees to work efficiently and securely.

End User Support

• Provide first and second-line IT support for hardware, software, accounts, access, and workplace technology issues.
• Support employees throughout onboarding, day-to-day operations, and offboarding.
• Troubleshoot MacOS, Windows, mobile devices, SaaS applications, and collaboration tools.
• Escalate complex issues while maintaining ownership, communication, and follow-through.
• Deliver a responsive, customer-centric support experience with a focus on user satisfaction.

Device Lifecycle Management

• Provision, configure, deploy, and recover end-user devices, with a strong focus on Mac environments.
• Manage IT asset inventories and maintain accurate lifecycle documentation.
• Support device enrollment and management through Jamf, Microsoft Intune, and similar endpoint management platforms.
• Coordinate hardware upgrades, replacements, and refresh programmes.

Systems & User Administration

• Manage user provisioning and deprovisioning across business applications and SaaS platforms.
• Support Identity & Access Management (IAM) processes using Okta, Google Workspace, Microsoft 365, and related technologies.
• Maintain and update IT documentation, procedures, and knowledge base articles.
• Assist with operational improvements, standardisation projects, and service enhancement initiatives.

Workplace Technology & AV Support

• Provide support for meeting room technology and collaboration platforms.
• Troubleshoot Google Meet rooms, Logitech conferencing equipment, displays, peripherals, and connectivity issues.
• Escalate advanced AV issues to specialist support teams when required.
• Support events, meetings, and conference room readiness activities.

Candidate Profile

• Proven experience in IT Support, IT Operations, or Service Desk environments.
• Strong troubleshooting skills across MacOS, Windows, mobile devices, SaaS applications, and workplace technologies.
• Hands-on experience with tools such as Jamf, Intune, Kandji, Okta, Google Workspace, Microsoft 365, Jira, Zendesk, and ServiceNow.
• Advanced MacOS administration and end-user support experience.
• Excellent communication, customer service, and stakeholder management skills.
• Ability to work independently, prioritise workload, and manage multiple tasks in a fast-paced environment.

Preferred Certifications

• CompTIA A+
• CompTIA ITF+ (IT Fundamentals)
• Google IT Support Professional Certificate
• Microsoft Certified: Endpoint Administrator Associate
• Jamf Certified Associate
• Okta Certified Professional