• Provide Level 1 and Level 2 IT support via Jira Service Management, escalating issues when required • Troubleshoot macOS and Windows hardware, software, network, and user account issues remotely • Set up and configure laptops and devices for new employees using JAMF Pro and Microsoft Intune • Create, update, disable, and manage user accounts in Google Workspace • Support employee onboarding and offboarding by provisioning and removing system access • Maintain accurate IT asset and device inventory records • Install, configure, and troubleshoot business software and applications • Assist with user access management across business platforms including Slack, LastPass, and Employment Hero • Perform routine device updates and patch management using JAMF Pro and Microsoft Intune • Support IT security awareness initiatives, including phishing training campaigns • Create and maintain IT documentation, knowledge base articles, and user guides • Coordinate IT equipment procurement, shipping, and inventory updates • Record support requests, resolutions, and system changes accurately within Jira • Escalate complex technical issues with clear documentation and diagnostics • Ensure new starters have working devices and system access on their first day • Follow IT security policies and report any security concerns promptly • Assist with ad hoc IT projects and continuous improvement initiatives

• Develop, maintain, and advance collections of related projects with a variety of stakeholders across the enterprise to effectively deliver organization capabilities supporting strategic and operational demands. • Accountable for the oversight and governance of a wide variety of IT projects and programs, varying in size and scope from large-scale transformational projects to a program portfolio of related initiatives, ensuring they meet business outcomes. • Demonstrate a deep understanding of business acumen and organizational knowledge between administrative, clinical, human resource, information technology, and quality functions including the interaction and interdependencies of each business unit. • Develop, maintain, and execute large-scale comprehensive projects or integrated program plans, including charters, scope definition, communication plans, roadmaps, resource allocation, timelines, milestones, deliverables, risk registers, and dependency management across the portfolio. • Lead and supervise a team of Project Managers and Project Analysts, providing talent development, coaching, performance evaluations, and overseeing the requisition process from candidate review and selection to new staff onboarding.

• Manage, mentor, and develop a globally distributed IT team with direct reports in multiple countries. Foster a highly engaged, collaborative, and high-performing team culture. • Oversee the strategy, administration, and optimization of our core SaaS applications, with deep expertise in Okta, Google Workspace, and Slack. • Provide strategic oversight and direction for our macOS-first endpoint environment. Directly manage, support, and guide an IT/Endpoint specialist who plays a key role in MDM administration, ensuring seamless deployment, patching, compliance, and end-user experience. • Embed a security-first mindset into all IT operations. Partner with InfoSec teams to enforce access controls, identity management (IAM), and endpoint security standards. • Champion a culture of exceptional IT support and customer service for all internal employees, ensuring SLA targets are met and user friction is minimized. • Operate as a self-starter who proactively identifies infrastructure gaps, initiates projects, and drives them to completion with minimal oversight from senior leadership. • Evaluate complex technical and personnel challenges, making tough decisions when necessary to protect the business and optimize team performance.

Role Description We are looking for an experienced and customer-oriented 2nd Level IT Support Specialist to join our growing international team. In this role, you will resolve complex technical issues that have been escalated from the Service Desk, provide expert technical support, and contribute to the stability and continuous improvement of our customers’ IT environments. You will work closely with 1st Level Support, Infrastructure, Cloud, and Engineering teams to ensure fast and effective incident resolution. Key Responsibilities - Resolve escalated incidents and service requests from 1st Level Support - Diagnose and troubleshoot complex hardware, software, and infrastructure issues - Administer and support Microsoft Windows Server environments - Manage Active Directory, Microsoft Entra ID, and Microsoft 365 environments - Support Microsoft Exchange Online and Teams administration - Manage user permissions, Group Policies, and identity-related issues - Support virtualization environments (VMware and Hyper-V) - Troubleshoot networking issues including TCP/IP, DNS, DHCP, VPN, VLANs, and firewalls - Support endpoint management using Microsoft Intune and Microsoft Endpoint Manager - Perform system administration and maintenance tasks - Document solutions and contribute to the internal knowledge base - Work closely with infrastructure and project teams during migrations and implementations - Ensure compliance with SLAs and ITIL best practices - Participate in on-call support when required Qualifications - Completed vocational training in Information Technology or equivalent qualification - Minimum 3 years of experience in 2nd Level IT Support or Systems Administration - Strong experience with Microsoft technologies - Excellent troubleshooting and analytical skills - Experience supporting enterprise IT environments - Ability to work independently and prioritize multiple tasks - Strong customer service and communication skills Required Technical Skills - Operating Systems: - Microsoft Windows 10 - Microsoft Windows 11 - Windows Server 2016/2019/2022 - Microsoft Technologies: - Microsoft 365 - Microsoft Exchange Online - Microsoft Teams - SharePoint Online - OneDrive - Active Directory - Microsoft Entra ID - Microsoft Intune - Microsoft Endpoint Manager - Group Policy (GPO) - Infrastructure: - DNS - DHCP - TCP/IP - VPN - VLAN - Remote Desktop Services - File & Print Services - Virtualization: - VMware vSphere - Microsoft Hyper-V - ITSM Tools: - Experience with one or more of the following: - ServiceNow - Jira Service Management - HaloITSM - Freshservice - Zendesk - ManageEngine ServiceDesk Plus Preferred Qualifications - Microsoft certifications (MD-102, AZ-104, MS-102 or equivalent) - ITIL Foundation certification - Experience with Azure - Basic PowerShell scripting - Experience with backup and recovery solutions - Experience supporting cloud and hybrid environments - Experience in Managed Services (MSP) Languages - German: Native or C2 level - English: B2 level or higher Personal Competencies - Customer-focused - Analytical and solution-oriented - Reliable and accountable - Organized and detail-oriented - Able to work independently - Team-oriented - Proactive and eager to learn - Calm under pressure - Committed to delivering excellent service