IT Support Specialist L2 (m/f/d)

Description

As an IT Support Specialist L2 with a specialized focus on end-user support (VIP support), Office 365 administration (Mobile Device Management, Intune), and IT project contribution, you will be instrumental in maintaining a robust IT infrastructure while actively participating in technology-related projects. In this role within our matrix organization, you will be primarily responsible for supporting the INNIO Group site in Munich but will also take on and resolve global IT Service Desk tickets/issues within your area of responsibility.

Key Responsibilities:

End User (VIP) Support:

• Provide responsive and effective technical support to end-users, addressing hardware, software, and network-related issues in person, on call and remotely.
• First line of support for Inc/RITMs.
• Collaborate with users to understand their needs and tailor solutions that enhance their productivity. 

Office 365 & Mobile Device Management (Intune):

• Administer and support the Office 365 environment, including user provisioning, licensing, and application configuration.
• Manage and maintain Mobile Device Management (MDM) through Microsoft Intune, including device enrollment, compliance policies, and configuration profiles.
• Ensure secure and consistent device management across company-owned and BYOD endpoints (mobile, tablet, laptop).
• Troubleshoot Intune-related issues including app deployment, conditional access, and policy enforcement.
• Continuously evaluate and optimize M365/Intune configurations to improve security posture and end-user experience.

IT Project Contribution:

• Actively participate in IT projects, contributing expertise to design and implement technology solutions that align with organizational objectives.
• Collaborate with cross-functional teams to integrate IT solutions into processes, ensuring efficiency and reliability.

Troubleshooting and Issue Resolution:

• Diagnose and resolve complex technical issues related to both network infrastructure and IT systems.
• Update data servers and network equipment.
• Collaborate with network architects on network optimization.
• Secure network systems by establishing and enforcing policies and defining and monitoring access.
• Maximize performance by troubleshooting network problems and outages and scheduling upgrades.
• Work closely with project teams to troubleshoot and optimize IT components across environments.
• Configure and optimize network devices, ensuring high performance and reliability for users, assets (meeting room equipment), and applications.

Hardware and Software Integration:

• Assist in the integration of site-specific hardware and software solutions, ensuring compatibility and optimal performance.
• Collaborate with vendors and internal teams to implement and support automation systems.

Documentation and Training:

• Maintain detailed documentation of network configurations, IT systems, and support procedures.
• Develop training materials for end-users and contribute to the knowledge base for ongoing support and project handovers.

Your Profile:

• Completed education in Information Technology, Computer Science, or a related technical field
• Several years of experience in IT support, service desk, or end-user support environments
• Strong expertise in Microsoft 365 administration, including Office 365 and Microsoft Intune (MDM)
• Experience supporting executives and end users in a fast-paced business environment
• Solid troubleshooting and problem-solving skills across hardware, software, network, and mobile device issues
• Knowledge of IT infrastructure, endpoint management, and network fundamentals
• Experience contributing to IT projects and collaborating with cross-functional teams
• Strong customer service mindset with excellent communication and interpersonal skills
• Ability to prioritize tasks, work independently, and manage multiple issues simultaneously
• Fluent English skills; German language skills are an advantage
• Willingness to work on-site and support local as well as global IT operations