About this role
Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world’s fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what’s possible. We invest heavily in advanced AI capabilities—specifically our Process Intelligence Graph—to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet.
The Team:
As an IT Service Engineer at Celonis, you will be a vital part of our international IT Service Team, responsible for ensuring seamless IT operations across the company. You will play a critical role in troubleshooting, resolving, or escalating IT-related issues for Celonis employees globally. This is an excellent opportunity for an experienced IT professional with hands-on expertise in both macOS and Windows environments who thrives in a fast-paced, dynamic, and international workplace. A willingness to work in a shift-based support model is essential to ensure global coverage and timely support.
The work you’ll do:
• Act as the first point of contact for IT support requests from employees, resolving issues or escalating tickets as necessary.
• Provide hands-on support for both macOS and Windows platforms, troubleshooting hardware, software, and network issues.
• Collaborate with the global IT Service Team to resolve technical issues via phone, email, or remote assistance.
• Install, configure, and maintain computing equipment and peripherals, including desktop and laptop systems (macOS and Windows), network printers, and video conferencing systems (Google Meet/MS Teams).
• Support mobile devices, including smartphones, through mobile device management platforms like Intune and Kandji
• Ensure clear and effective communication with users to understand, document, and resolve their IT issues.
• Perform basic repairs and replacements for computing equipment when needed.
• Develop and maintain documentation and user guides for common issues to improve IT service efficiency.
• Participate in a shift-based support schedule to ensure coverage across global time zones.
The qualifications you need:
• 3-5 years of hands-on experience in IT support, with proven ability to troubleshoot and resolve issues across both macOS and Windows environments.
• Strong knowledge of macOS and Windows 11 operating systems.
• Experience with Active Directory as well as Azure Active Directory.
• Understanding of TCP/IP networks and fundamental network troubleshooting skills.
• Proficiency in M365 administration and support.
• Strong knowledge of collaboration tools such as Microsoft Teams and Zoom.
• Experience with Mobile Device Management (MDM) solutions like Intune and Kandji
• Familiarity with operating and maintaining network components such as