Senior IT Technical Support Specialist (m/f/d)

About this role

Responsibilities

• Be the Hero of Technical Support! Provide expert Level 1 & 2 support on-site and remotely, using diagnostic techniques and smart problem-solving to resolve complex issues across SaaS applications, OS environments, and hardware.
• Power Up Automation! Advance our "infrastructure as code" strategy by designing and implementing automation workflows in JIRA, scripting, or low-code environments like Workato, Zapier, or Okta Workflows.
• Make IT Effortless! Fine-tune self-service tools, manage identity and access lifecycles across platforms, and proactively implement IT solutions that save time and effort.
• Keep Office Infrastructure Connected! Support and troubleshoot network connectivity (WAN/LAN/Wi-Fi, VPN, routing) and assist with essential on-site server asset maintenance to ensure seamless daily operations.
• Be the Bridge Between IT & People! Work closely with teams across the company (such as HR and IT Solutions) to improve onboarding, IT services, and workflow automation, providing clear communication to technical and non-technical users alike.
• Innovate & Drive Lifecycle Management! Identify process bottlenecks, optimize SaaS tools, and oversee hardware inventory lifecycles from acquisition to technical provisioning for employee devices.
• Problem-Solving Mindset: 3 to 5+ years of experience in an IT Service Desk role within a SaaS or fast-paced startup/hyper-growth environment, with a strong ability to systematically diagnose complex problems.
• Automation & IT Efficiency is key! A strong passion for improving IT processes through low-code/no-code platforms and scripting in Bash, Python, or similar languages.
• Strong Communication Skills: Ability to effectively communicate technical solutions to both IT and non-technical teams, with proficiency in tools like Google Workspace, Slack, and Zoom.
• Collaboration & Cross-Team Coordination! Work closely with HR, IT Solutions, and other departments to enhance IT service delivery, leveraging Atlassian tools like JIRA and Confluence.
• Proactive & Self-Driven! Take ownership of tasks, make independent decisions on advanced technical support issues, and suggest continuous improvements to our IT infrastructure.
• Education & Background: Completed training as an IT specialist for system integration (Fachinformatiker für Systemintegration), a Specialized Diploma, or a comparable qualification.
• Ticket & Process Management: Experience with JIRA and Confluence for ticket tracking, issue management, and process improvement.
• Identity & Access Management: Experience with Identity Providers such as Okta, Azure AD, OneLogin, and Active Directory.

Requirements

• SaaS & Workspace Administration: Proficiency in managing, administering, and troubleshooting Google Workspace and core SaaS platforms.
• Device Management: Experience with MDM solutions for managing and provisioning macOS, Windows, and iOS devices.
• Networking & Connectivity: Working familiarity with network architecture and troubleshooting (WAN/LAN/Wi-Fi, VPN, routing) to support office environments.
• Automation & Scripting: Experience in scripting using Bash, Python, or utilizing low-code/no-code platforms (Workato, Zapier, Okta Workflows).
• Technical Communication: Ability to write clear and concise technical documentation.
• Flexible working arrangements
• LinkedIn Learning
• Sabbatical & special leave policies
• WeRoad partnership
• Birthday, 24th + 31st December off
• Short term EU work policy
• Mobility Credit
• Health Insurance
• Employee assistance program

About FREENOW

We are Freenow, the European taxi app with the broadest multi-mobility offering, available in 9 markets and over 180 cities. Our app gives millions of passengers the freedom to move with a wide choice of services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds and public transport. Headquartered in Hamburg and led by our CEO Thomas Zimmermann, we are on a mission to make urban mobility more efficient, sustainable and inclusive. Since July 2025 we have been part of Lyft, a global mobility platform connecting riders and drivers for billions of rides across North America and Europe. Together we are building a more caring and connected world, creating new opportunities for innovation, growth and impact.