IT Service Desk Engineer (All Genders)

With over 25 years’ experience, plus the same enormous passion and ambition we had on day-one, we’re trailblazers in the pet e-commerce industry. Our solutions make over 12 million customers genuinely happier – and that’s something we really care about. We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better. Join us and discover a place where your potential meets your passion for pets. That’s the power of plus.

We are seeking a proactive and customer-focused IT Service Desk Support Agent (L2) to join our team. The ideal candidate should have strong technical experience in Microsoft cloud services and modern device management tools. You will be responsible for resolving escalated incidents, supporting end-users, and ensuring high-quality IT support across the organization.

Key Responsibilities

• Provide L2 technical support for end users via phone, email, and ticketing system.

• Troubleshoot and resolve complex IT issues escalated from L1 support.

• Administer and troubleshoot Azure Entra ID, Exchange, M365 and Azure Virtual Desktop. 

• Support Intune for device enrollment, configuration profiles, compliance policies, and application deployment.

• Support Jamf for macOS/iOS device management and troubleshooting.

• Assist with onboarding/offboarding processes, including device provisioning and access setup.

• Document incidents, solutions, and procedures in the knowledge base.

• Collaborate with IT teams to improve support processes and automation.

• Ensure adherence to SLAs and provide timely updates to users.

• Participate in IT projects and rollouts as required.

Required Skills & Qualifications

• At least 2–3 years of experience in an IT support role (L2 preferred).

• Strong knowledge and hands-on experience with: Azure Entra ID, Microsoft Exchange, Microsoft Intune, M365 & Jamf

• Excellent troubleshooting and problem-solving skills.

• Strong customer service and communication skills.

• Ability to work independently and as part of a team.

• Fluent in English (both written and spoken). German is a plus.

• Experience working in a global, fast-paced environment is a plus.

Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too.

Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts.

At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all.

#LI-Hybrid

✈️ 28 vacation days and days off on 24th and 31st of December

🏋️ Corporate rates at a local gym chain (Body & Soul)

📱 Company mobile phone for work and personal use

 

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.