IT Support Engineer

You’ll own day-to-day IT support end to end - from resolving tickets with care and speed, to making sure every new joiner has a working laptop and the right access waiting for them on day one. Reporting to our IT Manager and working closely with People, Facilities, and the wider IT team, you’ll keep Berlin running smoothly, one well-solved problem at a time, while building the documentation, processes, and feedback loops that make good support last., * Resolve day-to-day IT support tickets independently, keeping response quality high and at least 90% of tickets within SLA.

• Own the full Berlin onboarding and offboarding journey, making sure every new joiner has hardware and account access ready on day one.
• Keep our hardware inventory accurate and up to date, and build simple processes that make asset tracking easier going forward.
• Grow our self-service knowledge base with clear, practical guides that help people solve common issues themselves.
• Plan ahead on IT procurement together with the wider IT team, so new hires and existing employees never wait on missing equipment.
• Keep the Berlin office in the loop with a regular update on IT changes, known issues, and best practices.
• Contribute to strategic Corporate IT initiatives, such as a device lifecycle policy, a VPN rollout, or software standardisation.
• Partner with People & IT to build a simple way to collect feedback on support and onboarding, piloting it within nine months and making it part of how we work by month twelve., * A chance to do meaningful, people-centric work with an international team of passionate professionals.
• Holistic well-being with free mental health coaching sessions and yoga.
• A monthly allowance to spend on an extensive range of services that you can use and roll over as flexibly as you like.
• Employee stock options for all employees-because everyone deserves to benefit from the success they help to create.
• 30 annual vacation days and flexible working hours.
• A generous learning budget to support your personal and professional development and guidance from our internal L&D experts.
• Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip.
• Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers-virtually and in person when possible.
• Free tax declaration filing, of course, through the Taxfix app-and internal support for all personal tax-related questions.
• Have a four-legged friend in your life? We’re happy to have dogs join us in the office.

• You bring 2-3 years of experience in IT support, service desk, workplace technology, or systems administration.
• You genuinely enjoy helping people, listening well and explaining things clearly regardless of someone’s technical background.
• You’re comfortable working through ambiguous problems independently - asking the right questions, digging into root causes, and knowing when to bring in someone else.
• You have around two years of hands-on macOS support experience, confidently handling networking, login and access, app troubleshooting, permissions, peripherals, and basic hardware issues.
• You’re familiar with SaaS tools like Google Workspace, Slack, or Notion. You’ve had practical exposure to device or identity workflows such as MDM enrolment or account lifecycle management in tools like Jamf, Kandji, Okta, or JumpCloud, ideally including some IAM work like user lifecycle, access groups, MFA, or SSO troubleshooting.
• You think beyond the fix. When you spot a recurring issue, you turn it into a documented process or a better guide, and use user feedback to keep improving support and onboarding.
• Ideally, you’ve helped structure onboarding at scale in a growing company, and you’re comfortable using light scripting or no-code automation to cut down on manual work.
• You’re a clear, approachable communicator who enjoys contributing to internal IT guidance and keeping people informed about changes or known issues. Comfort with everyday network and office tech troubleshooting - Wi-Fi, VPN, printers, meeting-room and video call setups - is a plus, as is experience supporting remote or hybrid teams and German language skills.
• You possess familiarity with GenAI tools and are excited about automating your workflows.

Pulled from the full job description

• Flexible schedule

Spread across Germany, Spain and the UK, the team at Taxfix Group with its brands Taxfix and Steuerbot, is a compassionate group of solution-finders. We speak our minds openly, and with over 400 professionals, including tax experts, developers, and IT security experts, we’re rich in ideas and voices. The group has facilitated more than 3.5 billion euros in tax refunds for its customers since its founding in 2016.