Job
In this role, you will handle end-to-end L1/L2 support requests, resolving hardware and software issues in a dynamic environment, documenting tickets in Jira, and managing IT resources effectively.
Job summary
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Job technologies
Your role in the team
- Own and resolve L1/L2 technical support requests end-to-end, ensuring timely resolution and adherence to SLAs.
- Provide hands-on walk-in and remote IT support across multiple locations.
- Troubleshoot hardware, software, connectivity, and application issues across Windows, macOS, iOS, and Android devices.
- Manage, prioritize, and document tickets in Jira Service Management or similar ITSM platforms.
- Investigate recurring incidents, identify potential root causes, and collaborate with relevant teams to resolve them.
- Escalate complex issues appropriately while maintaining ownership and tracking progress.
- Manage competing priorities in a high-volume support environment while maintaining service quality.
- Configure, deploy and maintain laptops, mobile devices and peripherals using Microsoft Intune and other endpoint management tools.
- Maintain accurate IT asset records, including device assignments, returns, replacements and inventory.
- Support hardware lifecycle activities, including provisioning, repairs and secure disposal, in line with IT security policies.
- Support employee onboarding and offboarding, including device preparation, access provisioning, equipment handovers and returns.
- Assist with large onboarding waves, ensuring timely preparation, tracking and delivery of devices.
- Troubleshoot Microsoft Teams Rooms, conferencing equipment and related AV systems.
- Provide technical support for Microsoft 365, Teams, and other workplace collaboration tools.
- Identify opportunities to improve support processes, reduce recurring issues and enhance the employee experience.
- Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
- Collaborate with distributed IT teams to ensure consistent service delivery across locations.
- Communicate proactively with employees and stakeholders, set realistic expectations, and provide timely updates.
- Follow established IT processes, security standards, and escalation procedures.
Our expectations of you
Qualifications
- Strong troubleshooting skills across Windows and macOS environments.
- Working knowledge of Microsoft Intune or similar endpoint management tools.
- Understanding of ITIL principles, incident management, request fulfilment and SLA-driven support.
- Ability to work independently, prioritize tasks, and manage competing requests.
- Strong communication and customer service skills, including handling challenging situations professionally.
- A proactive, accountable and solution-oriented approach.
- Comfortable working in a fast-paced environment with changing priorities.
Experience
- 3+ years of hands-on IT support experience in a corporate or enterprise environment.
- Practical experience supporting Microsoft 365, Microsoft Entra ID (Azure AD) and enterprise applications.
- Experience with ITSM platforms such as Jira Service Management.
- Experience with hardware provisioning, device troubleshooting, and IT asset management.
What we offer
- Work at Germany's first green unicorn – play an active role in shaping the solar energy transition.
- The sun shines all over the world - At Enpal, you'll work with a highly motivated, diverse team of over 65 nationalities.
- The ideal setup for your focus - We are convinced that excellent results are achieved when the conditions are right.
- That's why we rely on a hybrid working concept that gives you the freedom to always work in the way that best suits your tasks.
- Do you need new inspiration on an international level? With Workflex, we offer you the opportunity to relocate abroad for up to 30 days a year, depending on your responsibilities.
- Grown-up business & startup spirit – In our modern office in Berlin-Friedrichshain, you'll find everything your heart desires, from height-adjustable desks and table tennis to fully stocked beverage fridges and barista-made coffee.
- Your kick-start at Enpal – onboarding day with a welcome bag, buddy program, and a team that truly supports you.
- Stay up to date & help shape the future - Transparent all-hands meetings, short decision-making processes, and an open feedback culture - without mistakes, there is no progress.
- The energy transition can only be achieved together – at Enpal, you can expect legendary team spirit and unforgettable team events.
- Your extra boost - 29 vacation days + one additional day off on Christmas Eve and New Year's Eve, discounted membership at Wellhub, and corporate benefits.
- Everything you need to help you achieve a good work-life balance.
- Investing in your future - We don't just think sustainably when it comes to energy, but also when it comes to you.
- Take advantage of our company pension scheme to build a solid foundation for your future, step by step.
- Make your home smart – sustainability starts at your doorstep.
- As part of our team, you'll benefit from a permanent 25% discount on the entire Bosch Smart Home product range—for an even more efficient and connected home.
Benefits
Health, fitness & fun
Topics you will work on
Job locations
About your employer
Enpal GmbH specializes in the development and installation of solar systems and other renewable energy technologies, offering a wide range of services in this field.
- Established Company
- Onsite, Hybrid
- Power Sector, Economy
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