IT Support Specialist L2 (f/m/x)

The role

You will provide L1/L2 technical support, manage incidents, and support device lifecycle operations. This role involves troubleshooting hardware, software, and connectivity across various devices and platforms.

What you will do

• Own and resolve L1/L2 technical support requests end-to-end.
• 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 and collaborate with relevant teams on resolution.
• Escalate complex issues appropriately while maintaining ownership.
• Configure, deploy and maintain laptops, mobile devices and peripherals using Microsoft Intune.
• Maintain accurate IT asset records including device assignments and inventory.
• Support hardware lifecycle activities including provisioning, repairs and secure disposal.
• Support employee onboarding and offboarding including device preparation and access provisioning.

Required qualifications

• 3+ years of hands-on IT support experience in a corporate or enterprise environment.
• Strong troubleshooting skills across Windows and macOS environments.
• Practical experience supporting Microsoft 365, Microsoft Entra ID (Azure AD) and enterprise applications.
• Working knowledge of Microsoft Intune or similar endpoint management tools.
• Experience with ITSM platforms such as Jira Service Management.
• Understanding of ITIL principles, incident management, request fulfilment and SLA-driven support.
• Experience with hardware provisioning, device troubleshooting and IT asset management.
• Ability to work independently, prioritize tasks and manage competing requests.
• Strong communication and customer service skills.
• A proactive, accountable, and solution-oriented approach.
• Comfortable working in a fast-paced environment with changing priorities.

Nice to have

• Experience supporting large-scale onboarding and offboarding operations.
• Familiarity with Snipe-IT or similar IT asset management systems.
• Experience troubleshooting Microsoft Teams Rooms and audiovisual equipment.
• Basic networking knowledge, including VPN, DNS, DHCP and connectivity troubleshooting.
• Basic scripting knowledge using PowerShell or Bash.
• Familiarity with Microsoft Defender and endpoint security concepts.
• Experience working with distributed or international IT teams.
• Awareness of ISO 27001, GDPR and IT security best practices.
• Confident interacting in German in person and in writing.

Benefits

• Hybrid working concept
• Workflex opportunity to relocate abroad for up to 30 days a year
• Modern office in Berlin-Friedrichshain with height-adjustable desks, table tennis, beverage fridges and barista coffee
• Onboarding day with a welcome bag and buddy program
• Transparent all-hands meetings and open feedback culture
• Team events
• 29 vacation days plus one additional day off on Christmas Eve and New Year's Eve
• Discounted membership at Wellhub
• Corporate benefits
• Company pension scheme
• Permanent 25% discount on the entire Bosch Smart Home product range

About the company

Enpal makes an integrated total solution for decentralized energy including solar systems, battery storage, wall boxes, smart meters, and heat pumps. The company uses an AI-powered platform called Enpal.One to connect systems and optimize electricity procurement.