IT Support Engineer (all genders)

As an IT Support Engineer, you are the first point of contact for everyday IT issues and a trusted partner for colleagues across the company. You combine hands-on troubleshooting with strong admin skills across devices, identity, networks and productivity tools, keeping systems secure and reliable while communicating clearly in every ticket and interaction.

You look for patterns behind incidents, improve documentation and processes, and use automation and integrations to reduce repetitive work and prevent issues from recurring.

When problems span teams or require deeper expertise, you coordinate escalations, ensure thorough handovers, and help drive lasting fixes.

You ensure a smooth functioning IT environment for our colleagues while you:

• Own tickets from intake to closure; document steps, context, and outcomes
• Operate MDM: enrollment, profiles/policies, compliance, app deployment, lifecycle
• Administer productivity tools: email/calendar, collaboration, file sharing, licensing
• Run identity ops: user lifecycle, groups, MFA support, Conditional Access triage and low-risk changes
• Connect and automate SaaS tools by integrating their APIs and building workflows that streamline data flow and business processes
• Keep an eye on the office LAN & WiFi for errors and problems, and perform basic troubleshooting and configuration changes
• Create and delete databases
• Lead escalations and problem management; maintain runbooks/KB and automate where useful
• Follow security/ISMS guardrails; keep admin actions traceable

Perfection is a myth! We’re more interested in the human behind the screen, so think of these criteria as helpful directions — we’re excited to see how your unique skills might fit in.

• You have 3+ years hands-on experience working in the Helpdesk
• You have experience with directory services
• You are comfortable administering MDM, productivity, and identity tooling (including Conditional Access) and explaining changes clearly to colleagues
• You know your way around firewalls, switches, LAN/WLAN, DHCP, DNS, WAN and VPN
• You can perform basic database administration
• You communicate clearly and calmly, and you write concise, high-quality ticket updates
• You have a documentation-first mindset and enjoy creating and maintaining runbooks and knowledge base articles
• You think in terms of root causes, and you proactively reduce repeat incidents through continuous improvement
• You have a security mindset and follow least-privilege principles, ISMS guardrails, and change traceability
• You enjoy automation and integrations, and you are able to build or maintain workflows that reduce repetitive work
• You collaborate well across teams and coordinate escalations with thorough handovers

• Flexible working mode within Germany: Hybrid, from home or in our lovely office in Cologne 
• Option for remote work from abroad (up to three months per year from anywhere in the EU or the USA)  
• State of the art technology and modern tech stack 
• Excellent hardware equipment (16 inch MacBooks, 2 screens at your workplace)  
• Support for your health through sports membership cooperations  
• Flexible use of a monthly mobility budget (e.g. Jobrad, public transport) 
• Time and resources for individual growth  
• envelio pension plan  
• Regular company and team events