IT Operations Specialist – Key Responsibilities & Requirements
Position Overview
- Act as the primary IT support contact for employees in the Berlin office, ensuring a seamless end-user experience.
- Support local and global IT infrastructure, workplace technologies, automation initiatives, and operational processes.
- Manage hardware provisioning, SaaS administration, user lifecycle activities, and IT service delivery.
- Collaborate with global IT teams to align on policies, processes, tools, and best practices.
- Deliver a high-quality, customer-focused IT experience that enables employees to work efficiently and securely.
End User Support
- Provide first and second-line IT support for hardware, software, accounts, access, and workplace technology issues.
- Support employees throughout onboarding, day-to-day operations, and offboarding.
- Troubleshoot MacOS, Windows, mobile devices, SaaS applications, and collaboration tools.
- Escalate complex issues while maintaining ownership, communication, and follow-through.
- Deliver a responsive, customer-centric support experience with a focus on user satisfaction.
Device Lifecycle Management
- Provision, configure, deploy, and recover end-user devices, with a strong focus on Mac environments.
- Manage IT asset inventories and maintain accurate lifecycle documentation.
- Support device enrollment and management through Jamf, Microsoft Intune, and similar endpoint management platforms.
- Coordinate hardware upgrades, replacements, and refresh programmes.
Systems & User Administration
- Manage user provisioning and deprovisioning across business applications and SaaS platforms.
- Support Identity & Access Management (IAM) processes using Okta, Google Workspace, Microsoft 365, and related technologies.
- Maintain and update IT documentation, procedures, and knowledge base articles.
- Assist with operational improvements, standardisation projects, and service enhancement initiatives.
Workplace Technology & AV Support
- Provide support for meeting room technology and collaboration platforms.
- Troubleshoot Google Meet rooms, Logitech conferencing equipment, displays, peripherals, and connectivity issues.
- Escalate advanced AV issues to specialist support teams when required.
- Support events, meetings, and conference room readiness activities.
Candidate Profile
- Proven experience in IT Support, IT Operations, or Service Desk environments.
- Strong troubleshooting skills across MacOS, Windows, mobile devices, SaaS applications, and workplace technologies.
- Hands-on experience with tools such as Jamf, Intune, Kandji, Okta, Google Workspace, Microsoft 365, Jira, Zendesk, and ServiceNow.
- Advanced MacOS administration and end-user support experience.
- Excellent communication, customer service, and stakeholder management skills.
- Ability to work independently, prioritise workload, and manage multiple tasks in a fast-paced environment.
Preferred Certifications
- CompTIA A+
- CompTIA ITF+ (IT Fundamentals)
- Google IT Support Professional Certificate
- Microsoft Certified: Endpoint Administrator Associate
- Jamf Certified Associate
- Okta Certified Professional
WHO WE ARE:
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.
We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.
#INDEMEA