Senior IT Operations Specialist (m/f/d)

Role overview

As a Senior IT Operations Specialist (m/f/d) in Hamburg, you act as the assigned tech counterpart for employees at the Hamburg HQ. You own local IT operations, triage and resolve technical issues, and support employee productivity through IT enablement and projects.

Responsibilities

1) Tech Support (Level 1–3)

• Handle and triage Level 1–3 tickets created by employees.
• Work with stakeholders for faster and more efficient turnaround.
• Tickets are not simply escalated; instead, you improve technical understanding and documentation/learning.
• Monitor urgent out-of-hours requests coming from other markets and act when necessary.
• Delegate Level 1–2 work to working students when appropriate, while keeping guidance and accountability.

2) Tech Projects

• Execute projects driven by the Employee Technology Platform strategy, e.g.:
  • Chrome OS rollout
  • Tool consolidations for the holding
• Support inbound projects from holding teams, e.g.:
  • Tailoring onboarding experience
  • Upgrading office infrastructure

3) Tech Consulting & Enablement

• Provide solutions using existing tools first, through enablement sessions.
• If solutions don’t exist, technically own and benchmark new applications.
• Drive a push to enable AI usage to improve employee productivity.
• Answer questions on how to use basic and advanced AI tooling.

Requirements

• 4+ years of proven experience in IT systems, systems engineering, or related fields.
• Experience with IT support ticketing best practices and troubleshooting/analysis.
• Ability to work independently and collaboratively on technology projects.
• Strong knowledge of Google Workspace, Microsoft Office 365, and Mobile Device Management tools (JAMF and InTune) plus relevant SaaS for productivity, collaboration, and security.
• Strong knowledge of AI tooling, specifically for employee productivity.
• Ability to use scripting to build bespoke functions.
• Web/front-end fundamentals: HTML, CSS, plus AppScript, TypeScript, and Cursor AI.
• Understanding of cloud infrastructure and code deployment practices (a plus).
• Generalist knowledge of office infrastructure (e.g., office WLAN, meeting room hardware).
• Strong domain management knowledge and proven discipline in enforcing it.
• Excellent people skills: ability to consult and persuade non-technical stakeholders.
• Ability to apply design thinking methodology.
• Comfortable in a fast-paced agile environment, adapting priorities while maintaining security focus.
• Relevant IT Bachelor’s or Master’s degree.
• German and English communication skills (written and verbal).
• Willingness to travel.

Nice to have

• Certifications related to MTD/MAM.
• Experience with cloud infrastructure and deployment practices.