2nd Line IT Support Specialist

Location: Berlin, Germany, with on-site support across Frankfurt locations; hybrid work with occasional travel to other sites and offices, expected to be less than 20%.

Company

hirify.global develops and operates data center infrastructure serving 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, and end-user devices.
• Manage incidents and service requests in ServiceNow, applying ITIL principles and meeting agreed service levels.
• Diagnose and resolve complex issues across Windows and Apple devices, peripherals, mobile devices, software, and connectivity.
• Administer user accounts, access, device provisioning, configuration, compliance, encryption, patching, antivirus, and asset lifecycle activities.
• Provide white-glove technical support to senior executives and C-suite users, including support for video conferencing equipment.
• Collaborate with global support, network, infrastructure, vendors, and specialist teams on incidents, changes, migrations, documentation, and service improvements.

Requirements

• Fluent English in written and spoken communication.
• Ability to drive to 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 working in an ITIL environment and using ServiceNow, Jira, or another IT service management platform.
• Working knowledge of Active Directory, Microsoft Azure, Office 365, cybersecurity, antivirus, firewalls, Microsoft Intune, and Windows Autopilot.
• Strong troubleshooting, analytical, communication, customer service, prioritization, and root cause analysis skills, including support for senior stakeholders.

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, enterprise licensing, service providers, and international organizations.

Culture & Benefits

• Collaborative, respectful culture with a no-ego and no-arrogance approach.
• 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.