IT Support Specialist - Level 2 (x/f/m)
Berlin, Berlin, GermanyCompetitiveHybrid0 applicants
About this role
Your Impact
We are looking for an IT Support Specialist to join the IT Operations team at Doctolib.
Your mission will be to enable 3,000+ Doctolib employees across Europe to work efficiently with the right tools, environments, and systems. You will provide Level 2 IT support, solve complex technical issues, and proactively improve our IT infrastructure, directly contributing to the productivity and satisfaction of teams building solutions that serve 90 million patients and 420,000 health professionals.
Working in the IT team at Doctolib means ensuring our teams have seamless access to the technology they need to improve the daily lives of care teams and patients.
Responsibilities
- Your responsibilities include but are not limited to:
- Provide Level 2 IT support for incidents escalated by the Service Desk, working closely with them to resolve issues in a timely manner with a focus on user satisfaction
- Collaborate remotely with international IT teams and technical squads to troubleshoot and resolve complex technical issues
- Manage and troubleshoot our core systems including MS Azure AD, Intune, Google Workspace, Cisco Meraki network infrastructure, Zoom, and Google Meet
- Document resolution processes and maintain up-to-date incident and known problems documentation
- Proactively identify recurring incidents and propose automation or process improvements to enhance user satisfaction thanks to AI
- Carry out onboarding and offboarding tasks in accordance with procedures and Service Level Objectives
- Participate in IT equipment qualification and testing of new applications
- Who you are
- Before you read on: if you don't have the exact profile described below, but you feel this job description matches your skill set, we still encourage you to apply.
- You'll be a great fit if you:
- You have a BA (Hons), BTS, or equivalent IT-oriented degree
- You have 2+ years of experience in an IT support position
- You have hands-on experience with MS Azure AD, Intune, Google Workspace, and network troubleshooting (Cisco Meraki)
- You are a true "solution maker" with strong initiative and problem-solving skills
- You are fluent in English (required for collaborating with international teams)
- It would be fantastic if you:
- You have experience managing and troubleshooting events and meeting rooms (Zoom, Google Meet)
- You have contributed to IT projects and process improvement initiatives
- You are organized, autonomous, and have excellent communication skills with both technical and non-technical stakeholders