Senior IT Support (f/m/d)

For our team of 5 in IT, we are looking for another full-time specialist for our team in Hamburg to support 1st and 2nd level with very good German language skills.

Become part of Germany's most creative design agency

Here you will find exchange and collaboration in an interdisciplinary team. From corporate design, UX/UI design, and architecture to motion design – there is a suitable role for everyone.

You will be responsible for the operational management of the support service, combining organizational excellence with deep technical understanding. You will not only plan and prioritize the daily work of the support service, but also personally intervene in complex second-level cases.

Second Level Support

• Analysis and troubleshooting of complex malfunctions in endpoint, M365, and application environments
• Structured diagnostics, reproduction, workarounds, and documentation in Wiki or ticket system
• Trend and problem management: preparation and coordination of the third level
• Identification of "current problems", trend analysis, development of measures
• Qualified ticket preparation: technical details, impact, reproduction steps, logs
• Close collaboration with system administration/engineering, follow-up until completion

Device and Lifecycle Management

• Planning of devices for onboarding: needs analysis, provision, deadlines, quality control
• Management of returned lease devices (receipt, data deletion, refurbishment, return/disposal)

Communication and Support

• Proactive communication to employees about outages, maintenance, and workarounds
• Creation of concise instructions/guides, support for training events

Mobile Device Management and Software Maintenance

• Operation of MDM and deployment of policies and devices (Mac, Windows, iOS)
• Endpoint security for compliance with corporate requirements
• Updating packages and applications, configuration profiles, deployment, and follow-up
• Quality control of policies (e.g., Intune/Jamf), reporting

User Management

• User/group management for user objects and groups in Entra ID and Active Directory
• Creation of knowledge base articles and guides to prevent problems

License Management

• Configuration, assignment, maintenance, and troubleshooting of software licenses for Office, Content Creation, and Architecture

You have successfully completed vocational training in IT and ideally have 4-6 years of professional experience.

• You have experience with ticket-based 1st and 2nd level support
• You have good knowledge in the administration of heterogeneous environments (Windows, but especially macOS)
• You work in a service-oriented, structured, and reliable manner
• You have a friendly communication style and communicate with your colleagues at eye level – even when things get hectic
• You enjoy working in a team and proactively supporting your colleagues
• Very good German language skills at C1/C2 level and good English language skills at B1/B2 level, both spoken and written

Our office in Hamburg not only offers its own café, a roof terrace with a grill and harbor view, but also a modern workplace with the latest technology.

Internal advanced training and team-building events are held regularly. Every Friday we end the week together with a drink.

Do you want to improve your language skills? No problem, join our free English courses.

In addition to 30 days of vacation, you will receive an extra day off as a gift on your birthday.

There are opportunities for benefits optimization (Deutschlandticket, Jobrad) and support within the framework of company pension schemes.

Continuous and individual further training offers, as well as development discussions.