• Own identity and access management with Okta, covering SSO, MFA and the full lifecycle from onboarding to offboarding • Manage device fleets across MacBook, Windows and Android through Workspace ONE UEM, including enrollment, compliance and security policies • Keep the tool landscape in shape — Google Workspace, Slack, HubSpot, Miro and the Atlassian suite — so colleagues actually enjoy using it • Build request types, workflows, SLAs and approval processes in Jira Service Management • Automate recurring work with Google Apps Script, Okta Workflows and n8n so tasks run without manual intervention • Track CVEs across the fleet, review audit logs and set up automated security reporting, in line with GDPR and BDSG • Apply ISO 27001 and TISAX thinking to daily work, without owning the certifications themselves • Communicate clearly across the company, from technical detail for admins to the bigger picture for management

• Develop the service strategy for one or more services in the IT organization • Review business requests for service enhancements and undertake cost evaluation, standards reviews, and prioritization • Contribute service descriptions and service-level agreements (SLAs) for specific services to the organization’s service catalog • Interact with technology brokers/vendor managers to identify and evaluate new technology products for their services • Set up, manage, and evaluate end to end Service Desk processes and workflows

• Provide real-time customer support through live chat, email, and online messaging platforms • Assist customers with product inquiries, account support, order status, and basic technical troubleshooting • Serve as a key point of contact, delivering timely and accurate solutions to ensure an exceptional customer experience • Accurately document customer interactions within the company's CRM or help desk system • Follow company policies, procedures, and quality assurance standards • Collaborate with team members and supervisors to continuously improve customer service

Role Description Kiron is delivering Skill IT Up, a free six-month blended online upskilling program targeting the role of IT Operations & AI Support Specialist. The program is part of the federal IQ - Integration durch Qualifizierung initiative, funded by ESF+ and BMAS, and is designed for people with a migration or refugee background seeking to build sustainable careers in Germany's IT sector. The program combines technical IT training, AI literacy, German workplace language development, and career coaching. Learners work primarily through self-paced content on platforms including DataCamp and Coursera for Impact, with live tutoring sessions providing structured academic support and applied guidance. We are seeking two experienced freelancers to support us as IT Operations & AI Support Tutors. You will facilitate weekly live group tutoring sessions for Skill IT Up learners, primarily from August 2026 onwards. Two tutors will work in parallel, each supporting one of two learner groups drawn from the same cohort (approximately 20-25 learners per group). This parallel structure ensures manageable group sizes and continuity of support. Sessions follow an open-ended drop-in Q&A format, responding to learners' questions and challenges as they arise from the curriculum. Tutors will also occasionally design short micro-project assignments to deepen applied learning, discussed collectively in the following session. Most assignment design work is expected to take place in the first months of the contract, so that a shared roadmap is in place from the outset. Qualifications - Demonstrable professional experience in IT operations, IT support, sysadmin, cloud operations, cybersecurity or a closely related technical field - Sound, up-to-date knowledge of IT tools, platforms, and workflows relevant to the target role - Familiarity with the German IT job market and workplace context - Experience in training, teaching, mentoring, or facilitation - Good communication skills in both English and German (C1 level or above in each) - Ability to explain complex technical topics clearly and accessibly to learners at an intermediate level Requirements - Facilitate weekly live online group tutoring sessions via Zoom (approximately 1 hour per session) in an open-ended drop-in Q&A format - Support learners with core topics in IT operations and support, including IT fundamentals, cloud operations (Microsoft Azure), security and compliance, AI-assisted IT workflows, and IT support tools and ticketing systems - Occasionally design and introduce short micro-project assignments discussed in the following tutoring session - Align session content with the program curriculum and the self-paced learning resources learners are using (DataCamp, Coursera for Impact) - Coordinate closely with the Senior Program Manager and the Learning Designers to ensure alignment with curriculum goals and learner progress - Provide brief asynchronous support between sessions - Contribute structured feedback on learner progress and program quality Benefits - Weekly commitment: approximately 1.5-2 hours (1 hour live session + 30 minutes async support), with additional time in the first weeks for onboarding and assignment design - Contract start: 1 August 2026 - Hourly rate: 28 - 35€/hour gross - Fully remote - sessions delivered via Zoom - Opportunity to contribute to a meaningful, ESF+-funded programme supporting migrants and refugees into Germany's IT sector - Possibility of continuing involvement in future Skill IT Up cohorts (running through December 2028)