2nd Line IT Support Specialist (Microsoft Azure)

Location: Frankfurt, Germany; hybrid work with on-site support required across Frankfurt locations

Company

hirify.global develops and operates data centers that support hyperscalers, cloud providers, and large enterprises across North America, EMEA, and Asia Pacific.

What you will do

• Provide remote and on-site first- and second-line support for hardware, software, connectivity, Windows and Apple devices.
• Manage incidents and service requests in ServiceNow, applying ITIL principles and meeting agreed service levels.
• Troubleshoot complex technical issues escalated by the Helpdesk and coordinate resolution with global support, Network, Infrastructure, and specialist teams.
• Manage laptops, mobile devices, peripherals, software, user accounts, access, inventory, and IT assets throughout their lifecycle.
• Support Azure, Intune, Windows Autopilot, device compliance, encryption, patching, antivirus, and configuration activities.
• Provide white-glove support to senior executives and C-suite users, maintain video conferencing equipment, document solutions, and assist with projects and migrations.

Requirements

• Fluent English in written and spoken communication.
• Ability to drive and provide on-site support across Frankfurt locations.
• At least 2 years of experience in a similar IT Support Engineer or IT Support Specialist role within a helpdesk environment.
• Experience with ITIL, ServiceNow or another ITSM platform, incident management, and SLA-based ticket resolution.
• Working knowledge of Active Directory, Microsoft Azure, Office 365, cybersecurity, antivirus, firewalls, Intune, and Windows Autopilot.
• Strong troubleshooting, analytical, communication, customer service, and problem-solving skills, including support for senior executives and C-suite users.

Nice to have

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL, Azure Administration, CompTIA A+, or Network+ certifications.
• Experience with Agile methodologies, software licensing, enterprise support contracts, and global enterprise environments.

Culture & Benefits

• Collaborative, respectful workplace with a no-ego and no-arrogance culture.
• Above-market total compensation package.
• Health and welfare, retirement, and paid leave benefits exceeding local expectations.
• Training, development, recognition, and opportunities to contribute to the company and community.
• Travel expected to be less than 20%.