Service Desk Technician – IT Support (Berlin)

About the role

We are seeking a seasoned Service Desk Technician to join NinjaOne’s growing IT department in Berlin. The role sits on the front‑line of IT service delivery, handling complex tickets, supporting onboarding/off‑boarding and acting as a knowledge resource for junior staff.

Key responsibilities

• Prioritise and triage tickets based on impact, user count and business urgency.
• Maintain the ticket queue, route requests to the appropriate support tier and ensure timely resolution.
• Create and update internal documentation and knowledge‑base articles for standard IT services.
• Follow SOPs for incident management, request fulfilment and service delivery.
• Develop and expand self‑service options and maintain the IT request catalog.
• Serve as the first point of contact via ticketing system, email, phone or chat.
• Support onboarding and off‑boarding activities, including device preparation and account management.
• Assist junior team members and act as a backup SME for designated services.

Required profile

• Strong time‑management and organisational abilities.
• Polished verbal and written communication in English; German is a plus.
• Experience representing IT to senior stakeholders and VIPs.
• Familiarity with continual‑improvement methodologies and driving change.
• Relevant certifications or equivalent experience in core IT areas.

Required skills

• MDM
• Okta
• FreshService
• Lean
• NinjaOne platform

What we offer

• Opportunities for personal and professional growth in a fast‑growing company.
• Lunch covered three times a week.
• Dynamic, collaborative work environment.