Senior IT Service Engineer

About the Company

Celonis is a global frontrunner in Process Intelligence and pioneered Process Mining technology. As a rapidly expanding enterprise SaaS company, Celonis innovates at the forefront of AI with its Process Intelligence Graph, transforming data insights into actionable business strategies. Their mission focuses on enhancing productivity and sustainability worldwide by embedding intelligent processes into business functions, benefiting individuals, companies, and the planet.

Role Overview

The Senior IT Service Engineer is a key member of Celonis' international IT Service Team, ensuring smooth IT operations company-wide, with a primary focus on the Munich office. This full-time role requires extensive hands-on experience in supporting both macOS and Windows environments within a dynamic, diverse, and fast-moving company setting.

Key Responsibilities

• Serve as the main onsite IT contact at the Munich office, addressing issues directly or escalating them appropriately in collaboration with the global First Level Support team.
• Provide comprehensive support for macOS and Windows systems, including hardware troubleshooting, software issues, and network connectivity.
• Deliver both onsite and remote assistance to Celonis employees via phone, email, and remote tools.
• Install, configure, and maintain computing devices and peripherals such as desktops, laptops, network printers, and mobile devices.
• Manage mobile device support using MDM platforms like Intune and Kandji.
• Coordinate and execute the onboarding of IT equipment and access for new Munich-based employees.
• Conduct basic equipment repairs and replacements as needed to ensure operational continuity.
• Communicate effectively and empathetically with users to properly diagnose and document their IT concerns.
• Oversee the setup, upkeep, and operation of media and audiovisual technologies within Munich office meeting rooms.
• Manage video conferencing platforms to guarantee uninterrupted and effective meeting experiences.
• Support internal events such as town halls and all-hands meetings with AV technical assistance.
• Proactively enhance the media and AV infrastructure as the office expands.
• Handle procurement, provisioning, and the entire hardware lifecycle management for laptops, phones, and related hardware.
• Create and maintain thorough documentation and user guides to streamline IT support processes.
• Participate in ongoing improvements of local and global IT workflows and procedures.

Required Qualifications and Skills

• Excellent proficiency in English communication, enabling effective collaboration in a global, multicultural environment.
• Strong attention to detail coupled with exceptional problem-solving skills and a proactive approach.
• Ability to juggle multiple projects and priorities efficiently within a fast-paced setting.
• Team-oriented mindset with a strong customer service focus and a commitment to continual IT process refinement.
• ITIL V4 Foundation certification is mandatory.

Benefits and Cultural Highlights

• Engage with a pioneering company leading innovations in Process Mining and AI-driven business process intelligence.
• Ownership mindset with RSUs and regular merit-based stock refresh grants from day one as a full-time employee.
• Exceptional family support through inclusive parental leave policies: 24 weeks fully paid for primary carers and 12 weeks for supporting carers starting immediately.
• Flexible hybrid work model balancing remote work and vibrant office interaction, alongside unlimited or generous paid time off depending on region.
• Opportunities for continuous professional development through structured learning frameworks, mentorship, and dedicated platforms.
• Focus on holistic employee well-being including subsidized wellness memberships, mental health resources, and dedicated wellness-focused weeks.
• Commitment to sustainability and community engagement through paid Impact Days enabling volunteering activities.
• An inclusive workplace culture emphasizing diversity, belonging, and active participation in inclusion initiatives and events.
• A values-driven environment prioritizing customer value, collaborative success, ownership, and environmental care throughout all business practices.

Additional Information

Celonis operates globally with headquarters in Munich and New York City, and more than 20 offices worldwide. The company takes candidate privacy seriously and follows stringent data protection measures during the hiring process. Candidates should remain cautious of fraudulent job offers or impersonators.