IT Support & Workplace (ITSW) Agent (f/m/d)

Job Description

Your Mission

We are looking for a passionate IT Support & Workplace (ITSW) Agent to join the Berlin branch of our global IT Support & Workplace team. In this role, you will provide comprehensive support across all IT workplace services for BMG teams throughout our European offices. As part of our global Service Delivery team, you will help ensure that our services are highly available, fit for purpose, and aligned with our commitment to delivering an exceptional user experience.

In this position, a passion for customer support is key. You will collaborate with various IT teams, external vendors, business units, and stakeholders. As such, this role requires high flexibility, outstanding communication skills, a robust technical/security skillset, and a strong service-oriented mindset.

What You'll Be Doing

• 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.

Qualifications

What You Bring

• 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.

Additional Information

Now What's In It For You

• 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

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