Senior IT Service Engineer

<div class="content-intro"><p>Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world’s fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what’s possible. We invest heavily in advanced AI capabilities—specifically our Process Intelligence Graph—to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet.</p></div><p><strong>The Team:</strong></p> <p>As an IT Service Engineer at Celonis, you will be a vital part of our international IT Service Team, responsible for ensuring seamless IT operations across the company. You will play a critical role in troubleshooting, resolving, or escalating IT-related issues for Celonis employees globally, with a special focus on supporting our Munich office. This is an excellent opportunity for an experienced IT professional with hands-on expertise in both macOS and Windows environments who thrives in a fast-paced, dynamic, and international workplace.&nbsp;</p> <p><strong>The work you’ll do:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Act as the first point of contact for onsite IT requests at the Munich office, resolving issues directly<br>or escalating them as needed — complementing our central First Level Support team.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide hands-on support across both macOS and Windows platforms, troubleshooting hardware,<br>software, and network issues.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Deliver onsite IT support to Celonis employees at the Munich office and collaborate with the&nbsp;global IT Service Team via phone, email, and remote assistance.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Install, configure, and maintain computing equipment and peripherals — desktop and laptop&nbsp;systems (macOS and Windows), network printers, and mobile devices.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Support and manage mobile devices through MDM platforms such as Intune and Kandji.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Own the IT onboarding experience for new employees in the Munich office.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Perform basic repairs and replacements of computing equipment when needed.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure clear, empathetic communication with users to understand, document, and resolve their issues.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Own the setup, operation, and maintenance of media and AV technology across the Munich office&nbsp;meeting-room systems and audio/video equipment.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Configure and maintain video conferencing systems and ensure a reliable, seamless meeting experience.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide AV and technical support for town halls, all-hands, and internal events.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Continuously improve the media/AV standard across rooms and proactively identify upgrades as&nbsp;the office scales.<br></span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Handle procurement and provisioning of hardware, including laptops and phones.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Manage the hardware lifecycle from provisioning through to decommissioning.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Develop and maintain documentation and user guides for common issues to improve IT service&nbsp;efficiency.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Contribute to the continuous improvement of local and global IT processes.</span></li> </ul> <p>&nbsp;</p> <p><strong>Required Skills:</strong></p> <ul> <li>Strong communication skills in English with the ability to work effectively in a global, multicultural team.</li> <li>Detail-oriented, with excellent problem-solving abilities and a proactive mindset.</li> <li>Capable of managing multiple tasks and projects in a fast-paced environment</li> <li>A team player who is motivated to provide excellent customer service and continuous improvement in IT processes.</li> <li>ITIL V4 Foundation certification</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p><div class="content-conclusion"><p><strong>What Celonis can offer you:</strong></p> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li><span style="text-decoration: underline;">Pioneer Innovation:</span> Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations.</li> <li><span style="text-decoration: underline;">Ownership from Day 1:</span> Every full-time "Celonaut" is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants.</li> <li><span style="text-decoration: underline;">Unrivaled Family Support:</span> Benefit from our inclusive parental leave policy—24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment.</li> <li><span style="text-decoration: underline;">Work-Life Integration:</span> Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration.</li> <li><span style="text-decoration: underline;">Continuous Growth:</span> Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform.</li> <li><span style="text-decoration: underline;">Holistic Well-being:</span> Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated "Wellness Weeks" that prioritize work/life balance.</li> <li><span style="text-decoration: underline;">Drive Sustainability:</span> Participate in annual Impact Days, where you receive paid time off to volunteer for community and environmental causes with your local office, or virtually.</li> <li><