IT Engineer – Contractor

This is a fully remote position, open to applicants in Germany.

📋 Description

• Serve as a key escalation point for IT Support, addressing complex incidents and requests while ensuring adherence to service level objectives (SLOs) and operational level agreements (OLAs).

• Oversee and manage essential SaaS platforms such as Okta, Atlassian, Google Workspace, Jamf, and Intune.

• Implement and enhance user lifecycle processes including onboarding, offboarding, and access management.

• Assist in optimizing Jira Service Management workflows, service level agreements (SLAs), and asset data.

• Ensure the accuracy of asset and license information across various systems like Torii, Jamf, and Firstbase.

• Monitor the health of systems and carry out regular maintenance, updates, and enhancements.

• Execute small to medium-sized changes, configuration updates, and enhancements, focusing on low risk and effective communication.

• Develop and maintain organized, detailed documentation in Notion for support processes and runbooks.

• Examine support trends and ticket data to identify challenges and suggest practical solutions.

• Implement improvements and automation in workflows to minimize repetitive tasks.

• Assist in preparing systems and documentation for AI-supported IT workflows.

⛳️ Requirements

• Background in Corporate IT, Internal IT, or Systems Engineering within a SaaS or technology organization.

• Extensive experience with identity and access management tools (Okta or similar).

• Proficient in managing endpoints, preferably in macOS environments with Jamf (and/or Intune for Windows).

• Experience in administering SaaS solutions, including Google Workspace and Atlassian.

• Strong foundational knowledge of IT Service Management (ITSM) principles, including incident, request, and change management.

• Familiarity with service desk platforms, ideally Jira Service Management.

• Exceptional troubleshooting abilities across identity systems, endpoints, and SaaS applications.

• Proven experience in enhancing workflows through automation, integrations, or process improvements.

• Excellent communication skills and the capability to collaborate effectively with cross-functional teams.

• A methodical, dependable approach to operational tasks and accountability for results.

🏝️ Benefits

• We embrace diversity and are committed to preventing discrimination and harassment in any form.

• Everyone is welcome here.