IT Support Agent

Bertelsmann SE & Co. KGaA

IT Support Agent in Berlin providing comprehensive support for European teams at BMG. Collaborating with global IT teams to ensure an exceptional user experience.

Posted 7/1/2026full-timeBerlin • 🇩🇪 GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT workplace services, including end-user device support, ITIL framework, and effective communication with diverse stakeholders. Proficient in managing ITSM tools and contributing to knowledge management within a global team.

Highest-signal resume keywords

End-User Device SupportITIL CertificationITSM Tools (Jira, Confluence)Video Conferencing Products (MS Teams, Zoom)Network Concepts (Wi-Fi, VPN, Routing)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End-User Device Support (Windows, macOS)Package ManagementPatch ManagementITIL FrameworkNetwork TroubleshootingVideo Conferencing SetupTechnical DocumentationIncident ManagementProblem ManagementChange Management

Soft Skills

Strong Communication SkillsInterpersonal SkillsCollaborationStakeholder EngagementAbility to Explain Technical Topics

Tools & Technologies

O365JAMFIntune/AutopilotActive DirectoryOktaITSM ToolsMS TeamsZoomConferencing TechnologyKnowledge Management Platforms

Certifications & Qualifications

Bachelor’s Degree in Computer ScienceITIL Certification

Industry Keywords

Workplace ManagementIT SupportEmerging TechnologiesSecurity ThreatsProfessional IT Environment

Tech Stack

Tools & technologies

ITSMJamfMacOS

About the role

Key responsibilities & impact

Provide daily remote and in-person support across IT workplace services, including O365, JAMF, Intune/Autopilot, Video Conferencing, Active Directory, Access Management, and Okta
Manage tickets and workload effectively through ITSM tools such as Jira and Confluence, ensuring timely and user-focused updates
Contribute to the team’s knowledge management platform by creating and maintaining processes, technical guides, and how-to documentation
Participate in Incident, Problem, and Change Management for IT Support and Workplace services
Collaborate on projects led by the IT Support and Workplace function
Work as part of a global team that designs, protects, and manages workplace services for BMG
Stay abreast of emerging technologies and security threats, proactively assessing and evaluating them for potential adoption within the organization

Requirements

What you’ll need

Bachelor’s degree in Computer Science, a related technical field, or an equivalent combination of education and practical work experience
3+ years of experience in a workplace management/support role or a similar position within a professional IT environment
Deep expertise in end-user device support (Windows & macOS), package management, patch management, and standard support procedures
ITIL certification or at least 3 years of experience working within the ITIL framework
Solid understanding of core network and workplace concepts (connectivity, Wi‑Fi, VPN, basic routing, and firewall behavior) sufficient to troubleshoot common user issues and effectively liaise with specialist teams
Experience with corporate video conferencing products and services (e.g., MS Teams, Zoom, or modern conference room setups)
Strong communication and interpersonal skills, with the ability to explain complex technical topics in clear, non‑technical language
Proven ability and desire to engage and collaborate with a diverse set of stakeholders
Fluency in English is required; German language skills are a strong plus.

Benefits

Comp & perks

A modern office in the heart of Berlin and flexible options for remote work
Numerous benefits such as a free BVG job ticket, a reduced-price membership for Urban Sports, discounts for Bertelsmann employees, among others
Ongoing training opportunities on our internal platforms BMG Campus and Bertelsmann University
A collaborative work environment with an open, appreciative community of people who all share the same passion for working with artists and songwriters
Our unique corporate culture based on strong values and mutual support that make us a great team