IT Service Desk Support Agent (L2)

TL;DR

IT Service Desk Support Agent (L2): Providing technical support for Microsoft cloud services and modern device management with an accent on L2 incident resolution and end-user support. Focus on administering Azure Entra ID, Microsoft Intune, and Jamf to ensure high-quality IT service delivery in a multinational environment.

Location: Must be based in Munich (Hybrid role, 60% in office)

Company

A leading pet e-commerce company with over 25 years of experience, serving over 12 million customers across Europe.

What you will do

• Provide L2 technical support to end-users via multiple communication channels.
• Troubleshoot and resolve complex IT issues escalated from L1 support.
• Administer and troubleshoot Azure Entra ID, Exchange, M365, and Azure Virtual Desktop.
• Manage device enrollment and compliance policies using Microsoft Intune and Jamf.
• Assist with user onboarding and offboarding, including device provisioning.
• Collaborate with IT teams to document procedures and enhance support automation.

Requirements

• 2–3 years of experience in an IT support role (L2 preferred).
• Strong hands-on knowledge of Azure Entra ID, Exchange, Intune, M365, and Jamf.
• Fluent in English (written and spoken).
• Excellent troubleshooting and analytical problem-solving skills.
• Strong customer service orientation.
• Ability to work effectively in a global, fast-paced environment.

Nice to have

• German language proficiency.

Culture & Benefits

• Hybrid working model with 20 days of permitted work-from-abroad time.
• 28 vacation days plus time off on December 24th and 31st.
• Corporate gym rates and bicycle leasing options.
• Company mobile phone provided for professional and personal use.
• 20% employee discount across all pet products.