First-Level IT Support

Your Mission

You'll be the first person people turn to when something IT related isn't working. That makes you a big part of how the whole team gets through its day. As our First-Level IT Supporter, you take the incoming requests, fix what you can right away, and make sure the harder problems reach the right people quickly. You keep our laptops, accounts, and everyday systems in good shape so that everyone building the factory of tomorrow always has the tools they need to do it.

What you'll do

• Be the first point of contact for IT support, triage, resolve, and escalate hardware and software issues for employees
• Support and troubleshoot macOS and Windows laptops and desktops
• Manage devices through MDM, enrollment, configuration, security baselines, OS and app updates
• Administer Google Workspace, accounts, groups, access, onboarding and offboarding
• Set up and support office ("paper") printers, drivers, queues, and the everyday "it won't print" tickets
• Provide first-level Linux server support for our 3D printer fleet.
• Maintain hardware inventory and asset/lifecycle tracking
• Write and improve documentation and self-service guides so common issues get fixed faster
• Work closely with the SiteOps/DevOps team — escalate platform and network issues, and grow your skills toward infrastructure

Your profile

• Proven hands-on support experience for both macOS and Windows environments, including hardware diagnostics and OS-level troubleshooting
• Direct experience managing devices through an MDM platform (such as Jamf, Mosyle, Kandji, or Intune), including enrollment, security baselines, and automated app updates
• Proficiency in Google Workspace administration, including user account management, group permissions, and onboarding/offboarding workflows
• Comfortable with office printer setup, managing print queues, and resolving everyday hardware connectivity issues
• Practical Linux knowledge, specifically utilizing the command line for checking logs and managing system services
• A service-minded and patient approach to support, with the ability to communicate clearly and remain calm even with a full ticket queue
• Highly organized with a commitment to keeping hardware inventory, asset lifecycle tracking, and technical documentation tidy and up-to-date
• As a company specializing in both hardware and software, we value close collaboration within our team. Therefore, we are seeking candidates who can join us at our office in Hamburg.

Nice to have:

• Foundational knowledge of networking, including DNS, DHCP, VLANs, and hands-on experience troubleshooting Wi-Fi connectivity
• Light scripting skills in Bash or Python to automate repetitive manual tasks and improve workflow efficiency
• Familiarity with professional ticketing or helpdesk systems to manage and track support requests
• A genuine interest in 3D printing technology, manufacturing processes, or working with hardware components
• A strong curiosity and desire to grow professionally toward DevOps or infrastructure-focused roles