Service Desk Technician - EMEA

About the Role

We are seeking a seasoned Service Desk Technician for our growing IT department. This intermediate-level role is part of the frontlines of our team’s delivery of prompt and precise IT services to NinjaOne's increasing workforce.

Leverage your knowledge of Ninja IT processes and policies involving computer hardware, software, cloud platforms, security, and networking to identify and resolve issues and deliver appropriate technology solutions to our workforce.

In this role you will serve as a knowledge resource for more junior team members, as well as directly handle more complex issues. This role interacts closely with our SMEs and resolver groups, acting as a backup SME for one or more services or processes.

Location - Berlin, Germany (fully from the office)

What You’ll Be Doing

· Prioritize tickets based on ticket type, number of users affected, and business impact

· Overall ticket queue triage and routing to ensure requests to IT are acknowledged and resolved appropriately and timely, and at the correct tier of support

· Create and maintain internal documentation for the team to use as a guide to delivering standard, compliant IT services and solutions

· Create, update, and manage support tickets, ensuring accurate documentation and timely resolution

· Follow standard operating procedures for incident management, request fulfillment, and service delivery

· Create or oversee the creation of expanded self-service options for NinjaOne end-users, including user-facing knowledgebase

· Oversee/maintain IT request catalog and underpinning list of IT-supported services

· Serve as the first point of contact for technical support requests via ticketing system, email, phone, or chat

· Support onboarding and offboarding activities, including device preparation, account setup, and access removal

· Other duties as needed

About You

· Time management/organizational skills

· Polished verbal and written communication skills

· Fluent in English, German proficiency preferred

· Experienced with representing IT to VIPs and business leadership

· Knowledgeable practitioner of continual improvement methods

· Experienced with helping to drive change throughout a team or organization

· Certified in one or more core areas relevant to NinjaOne IT and/or equivalent work experience with (MDM, Okta, FreshService, Lean, Ninja, for example)

About Us

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. ​The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. ​NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.

What You’ll Love

Grow personally and professionally with one of the fastest growing companies

Enjoy your lunch covered by NinjaOne 3 times/week at the office

Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)

Develop your skills through our renowned training platform

Receive competitive compensation

Collaborate with a curious, kind, international and intercultural workforce

Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit)

Additional Information

This position is NOT eligible for Visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.

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