Senior IT Technical Support Specialist (m/f/d) at freenow

Location: Come and join us in London!

We are looking for an IT Technical Support Specialist to for our IT Service Desk in London to support our employees and the Autonomous Vehicle operation in London

YOUR DAILY ADVENTURES WILL INCLUDE:

• Be the Hero of Technical Support! Provide expert Level 1 & 2 support on-site and remotely, using diagnostic techniques and smart problem-solving to resolve complex issues across SaaS applications, OS environments, and hardware.
• Power Up Automation! Advance our "infrastructure as code" strategy by designing and implementing automation workflows in JIRA, scripting, or low-code environments like Workato, Zapier, or Okta Workflows.
• Make IT Effortless! Fine-tune self-service tools, manage identity and access lifecycles across platforms, and proactively implement IT solutions that save time and effort.
• Keep Office Infrastructure Connected! Support and troubleshoot network connectivity (WAN/LAN/Wi-Fi, VPN, routing) and assist with essential on-site server asset maintenance to ensure seamless daily operations.
• Be the Bridge Between IT & People! Work closely with teams across the company (such as HR and IT Solutions) to improve onboarding, IT services, and workflow automation, providing clear communication to technical and non-technical users alike.
• Innovate & Drive Lifecycle Management! Identify process bottlenecks, optimize SaaS tools, and oversee hardware inventory lifecycles from acquisition to technical provisioning for employee devices.

TO BE SUCCESSFUL IN THIS ROLE:

• Problem-Solving Mindset: 3 to 5+ years of experience in an IT Service Desk role within a SaaS or fast-paced startup/hyper-growth environment, with a strong ability to systematically diagnose complex problems.
• Automation & IT Efficiency is key! A strong passion for improving IT processes through low-code/no-code platforms and scripting in Bash, Python, or similar languages.
• Strong Communication Skills: Ability to effectively communicate technical solutions to both IT and non-technical teams, with proficiency in tools like Google Workspace, Slack, and Zoom.
• Collaboration & Cross-Team Coordination! Work closely with HR, IT Solutions, and other departments to enhance IT service delivery, leveraging Atlassian tools like JIRA and Confluence.
• Proactive & Self-Driven! Take ownership of tasks, make independent decisions on advanced technical support issues, and suggest continuous improvements to our IT infrastructure.

Required Technical Skills:

• Education & Background: Completed training as an IT specialist for system integration (Fachinformatiker für Systemintegration), a Specialized Diploma, or a comparable qualification.
• Ticket & Process Management: Experience with JIRA and Confluence for ticket tracking, issue management, and process improvement.
• Identity & Access Management: Experience with Identity Providers such as Okta, Azure AD, OneLogin, and Active Directory.
• SaaS & Workspace Administration: Proficiency in managing, administering, and troubleshooting Google Workspace and core SaaS platforms.
• Device Management: Experience with MDM solutions for managing and provisioning macOS, Windows, and iOS devices.
• Networking & Connectivity: Working familiarity with network architecture and troubleshooting (WAN/LAN/Wi-Fi, VPN, routing) to support office environments.
• Automation & Scripting: Experience in scripting using Bash, Python, or utilizing low-code/no-code platforms (Workato, Zapier, Okta Workflows).
• Technical Communication: Ability to write clear and concise technical documentation.

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