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

About the role

<p><strong><em>Location</em></strong><em>: </em><em>Come and join us in London!</em></p> <p><em>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</em></p> <hr> <h2><strong>YOUR DAILY ADVENTURES WILL INCLUDE:</strong></h2> <ul> <li><strong>Be the Hero of Technical Support!</strong> Provide expert Level 1 &amp; 2 support on-site and remotely, using diagnostic techniques and smart problem-solving to resolve complex issues across SaaS applications, OS environments, and hardware.</li> <li><strong>Power Up Automation!</strong> 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.</li> <li><strong>Make IT Effortless!</strong> Fine-tune self-service tools, manage identity and access lifecycles across platforms, and proactively implement IT solutions that save time and effort.</li> <li><strong>Keep Office Infrastructure Connected!</strong> 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.</li> <li><strong>Be the Bridge Between IT &amp; People!</strong> 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.</li> <li><strong>Innovate &amp; Drive Lifecycle Management!</strong> Identify process bottlenecks, optimize SaaS tools, and oversee hardware inventory lifecycles from acquisition to technical provisioning for employee devices.</li> </ul> <hr> <h2><strong>TO BE SUCCESSFUL IN THIS ROLE:</strong></h2> <ul> <li><strong>Problem-Solving Mindset:</strong> 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.</li> <li><strong>Automation &amp; IT Efficiency is key!</strong> A strong passion for improving IT processes through low-code/no-code platforms and scripting in Bash, Python, or similar languages.</li> <li><strong>Strong Communication Skills:</strong> Ability to effectively communicate technical solutions to both IT and non-technical teams, with proficiency in tools like Google Workspace, Slack, and Zoom.</li> <li><strong>Collaboration &amp; Cross-Team Coordination!</strong> Work closely with HR, IT Solutions, and other departments to enhance IT service delivery, leveraging Atlassian tools like JIRA and Confluence.</li> <li><strong>Proactive &amp; Self-Driven!</strong> Take ownership of tasks, make independent decisions on advanced technical support issues, and suggest continuous improvements to our IT infrastructure.</li> </ul> <p><strong>Required Technical Skills:</strong></p> <ul> <li><strong>Education &amp; Background:</strong> Completed training as an IT specialist for system integration (<em>Fachinformatiker für Systemintegration</em>), a Specialized Diploma, or a comparable qualification.</li> <li><strong>Ticket &amp; Process Management:</strong> Experience with JIRA and Confluence for ticket tracking, issue management, and process improvement.</li> <li><strong>Identity &amp; Access Management:</strong> Experience with Identity Providers such as Okta, Azure AD, OneLogin, and Active Directory.</li> <li><strong>SaaS &amp; Workspace Administration:</strong> Proficiency in managing, administering, and troubleshooting Google Workspace and core SaaS platforms.</li> <li><strong>Device Management:</strong> Experience with MDM solutions for managing and provisioning macOS, Windows, and iOS devices.</li> <li><strong>Networking &amp; Connectivity:</strong> Working familiarity with network architecture and troubleshooting (WAN/LAN/Wi-Fi, VPN, routing) to support office environments.</li> <li><strong>Automat

Skills