IT Support Specialist L2 (f/m/x)

Job description

Our goal is to have a solar system on every roof, a storage unit in every house, and an electric car in every garage. Enpal makes this possible with an integrated total solution for decentralized energy—from solar systems and battery storage to wall boxes, smart meters, and heat pumps. At the heart of it all is our AI-powered platform Enpal.One +, which intelligently connects thousands of systems and efficiently optimizes electricity procurement and feed-in on the energy market. Are you ready for solutions that are more than just a promise and bring real quality of life to thousands of households every day? What you create at Enpal will deliver clean electricity tomorrow and bring about lasting change in how we use energy. We are looking for a hands-on IT Support Specialist to join our IT team in Berlin. This role is ideal for someone who enjoys solving technical problems, takes ownership of their work, and thrives in a fast-paced environment where priorities can change quickly. You will be responsible for providing reliable IT support, managing incidents and service requests, supporting device lifecycle operations, and ensuring a smooth employee experience. We are looking for someone who can work independently, communicate confidently with stakeholders, and balance urgent requests with structured service delivery. What you'll do: Own and resolve L1/L2 technical support requests end-to-end, ensuring timely resolution and adherence to SLAs. Provide hands-on walk-in and remote IT support across multiple locations. Troubleshoot hardware, software, connectivity and application issues across Windows, MacOS, iOS and Android devices. Manage, prioritize and document tickets in Jira Service Management or similar ITSM platforms. Investigate recurring incidents, identify potential root causes and collaborate with relevant teams on resolution. Escalate complex issues appropriately while maintaining ownership and tracking progress. Manage competing priorities in a high-volume support environment while maintaining service quality. Configure, deploy and maintain laptops, mobile devices and peripherals using Microsoft Intune and other endpoint management tools. Maintain accurate IT asset records, including device assignments, returns, replacements and inventory. Support hardware lifecycle activities, including provisioning, repairs and secure disposal, in line with IT secu…