Enterprise Support Engineer (Berlin – Onsite)

Exciting opportunity to help shape the future of data-driven technology!

A dynamic and innovative Enterprise Technology team is looking for a hands-on, startup-minded Enterprise Support Engineer to join the team in Berlin. This role is ideal for someone passionate about delivering excellent technical support and enabling employees to perform at their best.

You will provide high-quality Enterprise Technology (ET) services across the organization, supporting teams including Sales, Finance, Marketing, HR, Engineering, and Leadership. The position requires strong expertise in centralized authentication, SaaS platforms, VPN, corporate networking, and Mac/Windows endpoint environments.

This onsite role in Berlin will focus on supporting local employees while also contributing to broader support operations across the EMEA region. You will play a key role in ensuring smooth daily operations, delivering an outstanding employee experience, and contributing to the success of the organization.

Key Responsibilities

• Build strong working relationships with Enterprise Technology teams to support project implementation and operational success
• Work with local department managers to identify, troubleshoot, and resolve technical issues while recommending solutions for evolving business needs
• Provide global support by managing tickets within the Enterprise Technology Service Management platform (ServiceNow) and escalate priority issues when required
• Follow and maintain standard operating procedures, redirecting issues to appropriate teams when necessary
• Develop, document, and implement standard operating procedures and support guidelines for remote ET support, helping guide Level 1 help desk operations
• Participate in global Enterprise Technology initiatives and projects
• Manage and prioritize multiple issues with minimal supervision while maintaining strong organizational practices
• Demonstrate strong troubleshooting and problem-solving capabilities in a fast-paced environment
• Support video collaboration tools (e.g., Zoom) and provide local A/V support when required
• Prepare office environments for new technology or service releases while ensuring compliance with IT security and governance standards
• Maintain accurate local hardware inventory and coordinate equipment logistics
• Prepare and deploy hardware for new employees
• Deliver weekly onboarding sessions for new hires
• Troubleshoot client-side network connectivity issues

Requirements

• 5+ years of experience supporting IT infrastructure
• 2+ years of experience providing executive-level technical support
• Strong experience supporting MacOS environments at the user level
• Familiarity with change management processes and policies
• Experience administering small corporate server environments
• Experience with collaboration and IT tools such as:
  • Zoom
  • Slack
  • Okta
  • Confluence
  • JIRA
  • ServiceNow
  • Microsoft 365 Administration
  • Google Workspace Administration
  • Jamf Administration
  • Active Directory Administration

Additional requirements:

• Ability to work flexible hours, including occasional overtime or after-hours support
• Participation in an on-call rotation for after-hours support
• Ability to lift up to 50 lbs and troubleshoot networking equipment within office infrastructure (e.g., IDF closets)