[Expired] - IT Support Engineer

ob Title: IT Support Engineer. Location: Berlin

Reports to: IT Manager Department: Technology

Techspace is a member centric company that designs, creates & operates working environments for growing technology companies. Now more than ever the workplace is undergoing rapid change & transformation: we aim to be at the cutting edge of workplace design, providing flexible & collaborative environments that enable technology businesses to thrive. Most importantly Techspace, at its heart, is a people business: the relationships we form with our members makes our community value proposition come to life.

We are the only tech workspace provider in Europe dedicated exclusively to scaling tech teams.

We have 200,000 sq ft (~3k members) of space under management in London and Berlin.

Samsara, Pleo, and Zego are just some of the alumni companies we’ve helped to scale up.

Job Purpose

Techspace members consider IT infrastructure as a business-critical component of the service that we provide. As an IT support member of Techspace, you will play a key role in providing business-critical IT infrastructure support across our offices in London and Berlin. Your primary responsibility will be to provide 1st/2nd line technical support to our customers, suppliers and the Techspace team. You will monitor the network health proactively, plan changes carefully, and respond quickly to reported issues to ensure high levels of service. The role requires basic understanding of networking and excellent communication skills to liaise effectively with the global Techspace team. As a customer-facing role, you will work closely with the Community team to provide a customer-first mindset, ensuring that our customers receive the best possible IT support experience. You will work as part of a global team alongside other members of the Tech team in London and may be required to travel occasionally to our offices in London

Key tasks

Responding to support requests relating to network faults, systems issues, setup of new services and desktop support, following through to resolution.

Work with the global Techspace team to plan and implement changes to the IT infrastructure, ensuring minimal disruption to service.

Maintain accurate records of all support requests and actions taken, ensuring that all relevant information is captured and communicated to the appropriate stakeholders

Collaborate closely with the Community team to ensure that all customer-facing support activities are aligned with Techspace's customer-first mindset and high-quality service standards.

Provide clear and effective communication to end-users and customers, explaining technical issues and solutions in non-technical language as required.

Escalate more complex technical issues to the appropriate teams or individuals, ensuring that issues are resolved in a timely and efficient manner.

Adhere to all relevant policies, procedures, and regulations, ensuring that all support activities are conducted in a compliant and ethical manner.

Contribute to a positive and collaborative team culture, working closely with other members of the global Tech team to achieve shared goals and objectives

Liaising with third-party suppliers of network infrastructure and support to resolve network issues.

Carrying out technical consultations with customers to support the sale of Techspace’s IT products and services.

Managing IT assets and providing desktop support to the internal Techspace team.

Management of ticketing system

Bilingual German and English (Written and verbal - German A2 independent user level, and English professional level) to be able to communicate effectively with members, colleagues, and external contacts.

Tech Stack

Fortinet

Juniper

Cisco Switching

Ruckus WiFi

MacOS, Windows

Google Workspace, Office 365

Logitech conferencing

Key Skills

1st/2nd line support experience

Troubleshooting basic Wifi issues

Hardware and software support

Problem solving

Attention to detail

Time management

Communication skills

Comptia A+ certification or equivalent

Good customer facing skills

German A2 independent user level, and English professional level

Key measurables

Performance of network operations against agreed SLA targets.

Performance of systems support against agreed SLA targets.

Measured availability and performance of the network.

Accuracy of documentation.

Customer satisfaction in relation to IT deliverables.

Benefits

Hybrid working (after initial 3 mths), with flexibility subject to the needs of the business.

On site German language lessons.

Learning and development programmes

Pension

Transport ticket. Techspace will cover 40 EUR per month of the total ticket price. On top of that the BVG is giving an extra discount of 8 EUR on the monthly ticket price. The remaining part will be charged against your net salary, depending on which ticket you need.

Discretionary bonus based on company and individual performance.

Annual leave - 30 days annual leave plus bank holidays.

Life leave - Up to 5 days for life events eg voluntary work, moving house, compassionate leave.

Thank you leave - after each 5 years’ of service, eligibility for an additional 5 days to be taken the following year.

On site Yoga sessions

Team socials

Meditation app

Discount on Humanoo - wellbeing app

Discounts on gym membership

Discount on bike repair

Company Values

Here are the values we care most about. Not only are they behaviours that best represent our team culture, but this also extends to new members and partners we intend to work alongside. If these values describe you, or your company, get in touch