IT Support Engineer (d/f/m)

Job description

Our story: Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether. We're working on fixing that. Our intuitive app enables anyone, regardless of education or background, to file their taxes with newfound confidence. Spread across Germany, Spain and the UK, the team at Taxfix Group with its brands Taxfix and Steuerbot, is a compassionate group of solution-finders. We speak our minds openly, and with over 400 professionals, including tax experts, developers, and IT security experts, we're rich in ideas and voices. The group has facilitated more than 3.5 billion euros in tax refunds for its customers since its founding in 2016. The opportunity: As our System Administrator / IT Support Engineer within the Corporate IT team, you'll be the person Berlin-based Taxfixers turn to when their laptop won't cooperate, their access needs sorting, or their first day needs to feel effortless. You'll own day-to-day IT support end to end — from resolving tickets with care and speed, to making sure every new joiner has a working laptop and the right access waiting for them on day one. Reporting to our IT Manager and working closely with People, Facilities, and the wider IT team, you'll keep Berlin running smoothly, one well-solved problem at a time, while building the documentation, processes, and feedback loops that make good support last. Your responsibilities: Resolve day-to-day IT support tickets independently, keeping response quality high and at least 90% of tickets within SLA. Own the full Berlin onboarding and offboarding journey, making sure every new joiner has hardware and account access ready on day one. Keep our hardware inventory accurate and up to date, and build simple processes that make asset tracking easier going forward. Grow our self-service knowledge base with clear, practical guides that help people solve common issues themselves. Plan ahead on IT procurement together with the wider IT team, so new hires and existing employees never wait on missing equipment. Keep the Berlin office in the loop with a regular update on IT changes, known issues, and best practices. Contribute to strategic Corporate IT initiatives, such as a device lifecycle policy, a VPN rollout, or software standardisation. Partner with People & IT to build a simple way to collect feedback on support and onboarding, piloting it wit…