IT Support Specialist for user help desk in Berlin, managing queries and improving IT processes. Need strong IT support experience and proficiency in Windows and MS 365.
About the role
- IT Support Associate at AutogenAI providing first line IT support and user assistance in a hybrid office environment. Supporting hardware, software and AV issues while ensuring user satisfaction.
Responsibilities
- Proactively triage and resolve FreshService tickets for hardware, software, and access issues - escalating to the IT of Head when needed
- On-site support for laptops (macOS primarily, some Windows), including unboxing, enrollment, and handoff to new starters
- Meeting room AV support: displays, conferencing hardware, connectivity troubleshooting, pre-meeting checks
- Microsoft 365 first-line tasks: account provisioning, license assignment, group membership, Teams/SharePoint basics
- Intune device management support: enrolment, basic compliance troubleshooting, app deployment follow-up
- Assisting with IT onboarding and offboarding procedures
- Maintaining asset records and IT documentation
- Assist with compiling compliance documentation alongside our Head of Risk
Requirements
- IT support experience (1st/2nd line or similar)
- Must have in-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Chrome OS, VPNs, and SaaS applications (Slack, Zoom, O365).
- Extensive experience troubleshooting AV/Conference room issues and Office Network related issues
- Experience with ticketing systems
- Excellent Communication: The ability to convey technical information clearly for non-technical users
- Proactivity: You don’t just follow step-by-step guides and then escalate. You’re excited by investigating problems to find the best solution
- Patience: A calm and patient manner, especially when dealing with users who may be frustrated or stressed due to technical issues
Benefits
- Stock Options: Meaningful equity in the company.
- Retirement Plan: Pension scheme to help secure your future.
- Paid Time Off: Unlimited vacation (Yes, you read right!)
- Flexible Work Options: ~4 days per week in office while you're onboarding, reducing when you're ramped
- Private Healthcare: Bupa Medical and Dental cover
- Life Insurance: Peace of mind for you and your family
- Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of year of service)
- Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.
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