Senior IT Support Specialist

We provide audit, tax and advisory services to private companies, public entities and nonprofits. Clients range from family-owned businesses to companies with several billion in revenue. We started in 1988 and have grown to about 320 people.

The role:

This is a new position created as the team has grown over the last year. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Our headquarters is in Berlin, and about a third of the team works remotely from other countries. You will be employed through our employer-of-record partner in the US, with a local contract and salary paid in USD. Working hours overlap with Central European Time. We use Slack, Notion and Google Meet. Cameras on for team calls.

Responsibilities:

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Write and update knowledge base articles for common problems.
• Escalate network, server and application problems to the right team with clear notes.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Track hardware inventory and warranty status in the asset system.

Qualifications:

• Valid driver's license and reliable transportation for travel between sites.
• Working knowledge of Windows 10/11 and basic macOS support.
• CompTIA A+ certification or equivalent hands-on experience.
• Customer service skills and patience with non-technical users.
• Familiarity with Microsoft 365 admin tasks.
• Experience with Active Directory user and group management.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.

Schedule: Second shift, 12:00 PM to 9:00 PM, Monday to Friday

The salary range for this role is $31.50 to $35.00 an hour. This range reflects base salary only.

Why work with us:

• Wellness allowance.
• Home office setup budget.
• Public holidays observed per your country.
• Paid parental leave.
• Monthly internet allowance.
• Performance bonus.
• 24 days paid time off.

EOE. We participate in E-Verify.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Steuerberatung Krause.