IT Service Engineer

TL;DR

IT Service Engineer: Managing EUC corporate hardware activities and providing major incident management support for EMEA users, with an accent on C-level staff support and technical troubleshooting. Focus on proactively following up on open cases, improving procedures, and building knowledge base articles.

Location: On-site in our Nuremberg office, Germany

Company

hirify.global is a global leader in innovative, reliable, and secure enterprise open source solutions used by over 60% of the Fortune 500.

What you will do

• Manage EUC corporate hardware activities for EMEA users, including hardware returns, shipments, and replacements.
• Provide Major Incident Management Support for EMEA CET time zone.
• Act as the first point of contact for technical assistance, primarily by logging tickets in Jira SD.
• Perform remote troubleshooting through diagnostic techniques and guide customers through the problem-solving process.
• Record and manage activities in Jira SD, ensuring proper triaging, prioritization, and customer updates according to SLAs.
• Proactively follow up on open cases and escalate timely to management for guidance if required.
• Identify, suggest, and actively engage in possible improvements to procedures and support ongoing documentation efforts.
• Assist other teams as needed, such as Network and Engineering.

Requirements

• Proven work experience as IT Helpdesk / IT Support Engineer.
• Proficiency / Fluency in English and German, both written and spoken.
• Strong Asset management skills.
• Solid O365 / Google Workspace technical support experience to diagnose and resolve less complex technical issues.
• Windows & MacOS technical support experience.
• Experience resolving AV/conference room issues.
• Experience providing support to C-level executives, understanding the importance and sensitivity in a corporate environment.
• Knowledge of the ITIL reference model.

Nice to have

• Networking foundations (cabling, Wi-Fi, firewall).

Culture & Benefits

• Empowerment to drive your career and create a lasting legacy.
• Work in a dynamic environment that requires agility and an open mind.
• Join a global community of unique individuals with diverse backgrounds, talents, and perspectives.
• Be part of an open community where everyone is welcome, has a voice, and is encouraged to reach their full potential.
• Company values include Choice, Innovation, Trust, and Community.