IT-Supporter:in für Non-Profits (m/w/d)

Role Summary

We are the backbone of several non-profit organizations in Berlin. We build reliable and secure IT solutions so that clubs, foundations and NGOs can concentrate on what is important: their mission. With us you are not an anonymous hotline - but a permanent, welcome IT contact who really makes a difference with his know-how.

Our customers are organizations such as the German Children's Fund, the Technology Foundation Berlin or the World Bank Group - people who make a difference with their work. And you ensure that your IT works reliably.

You are the first point of contact in day-to-day business - and you solve the majority of things yourself. Within our standards, you act independently: accounts, groups, authorizations, software rollouts. You further develop the standards themselves together with the IT administration - you bring in what you notice in everyday life and recognize what can be automated. Anyone who ends up with you should feel like they are in good hands.

Responsibilities

• First & second level support
• Inquiries via Slack, Microsoft Teams, email
• Analyze problems, find causes, implement solutions properly or escalate them in a targeted manner
• Fast response times, friendly tone, clear language
• Identify recurring themes and initiate improvements
• Accounts, Identities & Permissions
• Password and MFA resets including clean identity verification – no reset without verification
• Create and maintain users, groups and distribution lists in Microsoft 365 and Google Workspace
• Assign security groups and permissions - according to the least privilege principle of our standards
• Assign licenses and keep track of them
• Onboarding & offboarding
• Set up devices, deliver them and collect them again
• Create and block accounts, cleanly revoke access
• Welcome packages and initial instructions for our customers’ new employees
• Structured handovers so that nothing is left behind
• Devices, software & rollouts (macOS & Windows)
• Triage and track hardware issues
• Package software and roll it out via Intune: Windows apps, macOS packages, silent installs, detection rules
• Roll out updates and patches, keep an eye on compliance

Get Apple devices ready to go, from unpacking to the first login: Enrollment via Apple Business Manager, Managed Apple IDs, etc.

• M365 & Google Workspace in everyday life
• Mailbox and mailbox problems
• SharePoint, OneDrive and Drive: permissions, approvals, structures
• Teams and Meet setup for new users
• User training & on-site help
• Short training courses on MFA, password managers and phishing
• Occasionally on site in Berlin: hardware delivery, small training courses, simple network topics
• Understandable explanations – even for non-technical people
• Documentation & Knowledge Base
• Record solutions neatly in tickets
• Create short user guides (“How do I activate MFA?”, “How do I share a SharePoint folder?”)
• Identify recurring themes and help develop standards

Requirements

What you should bring with you

Completed training as an IT specialist (system integration) or comparable practical experience - ideally with initial professional experience, but you are also welcome to join us directly after training

• Solid fundamentals in these three areas - you are already deeper in at least one of them:
• Microsoft 365 – Users, Groups, Licenses, Exchange Online, SharePoint/OneDrive
• Apple macOS – in a corporate environment, ideally with Apple Business Manager
• Windows Client & Server – Active Directory, Group Policy, DNS/DHCP, File Services
• First contact with Intune or a comparable MDM - we'll teach you software distribution and packaging if you can't do it yet

Confident use of AI tools: You use them to find solutions faster - but you don't run a script you don't understand and you don't enter customer data into tools that aren't approved for it

• Very good knowledge of German (at least C1 level) as well as good knowledge of spoken and written English
• Driving license class B – for customer appointments and hardware deliveries in Berlin
• Patience and friendly dealings, even with recurring inquiries
• You explain technology clearly and understandably

Don't you meet every point? Apply anyway - it's more important to us that you work cleanly and want to learn.

Nice to have

• First scripting experience (PowerShell or Shell)
• Experience with ticket systems
• Experience with backup systems, e.g. b.
• Synology
• Interest in the non-profit and NGO environment
• Interested in further development in the direction of IT administration

Benefits

• Full-time or part-time (28-40 hours) – we will find a model that suits you
• Work with meaning: you support organizations that make a difference to society
• Small, growing team with short distances – no ticket assembly line
• Clear standards, but room for improvement – automation expressly desired
• AI tools in everyday work: provided and desired, with clear rules
• Growth perspective: We invest in paid training and consciously develop you further (towards admin, cloud or security)
• Inviting office (good coffee!) in Berlin-Schöneberg, home office by arrangement, regular IT visits to customers on site
• Get out together regularly – team trips to the mountains or to the sea
• We would be happy to discuss other benefits such as gym membership or Germany ticket personally
• Send us your CV - a cover letter is not mandatory, but we would be happy if you briefly tell us why the position appeals to you.
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