IT Service Engineer

Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world’s fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what’s possible. We invest heavily in advanced AI capabilities—specifically our Process Intelligence Graph—to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet. The Team: As an IT Service Engineer at Celonis, you will be a vital part of our international IT Service Team, responsible for ensuring seamless IT operations across the company. You will play a critical role in troubleshooting, resolving, or escalating IT-related issues for Celonis employees globally. This is an excellent opportunity for an experienced IT professional with hands-on expertise in both macOS and Windows environments who thrives in a fast-paced, dynamic, and international workplace. A willingness to work in a shift-based support model is essential to ensure global coverage and timely support. The work you’ll do: Act as the first point of contact for IT support requests from employees, resolving issues or escalating tickets as necessary. Provide hands-on support for both macOS and Windows platforms, troubleshooting hardware, software, and network issues. Collaborate with the global IT Service Team to resolve technical issues via phone, email, or remote assistance. Install, configure, and maintain computing equipment and peripherals, including desktop and laptop systems (macOS and Windows), network printers, and video conferencing systems (Google Meet/MS Teams). Support mobile devices, including smartphones, through mobile device management platforms like Intune and Kandji Ensure clear and effective communication with users to understand, document, and resolve their IT issues. Perform basic repairs and replacements for computing equipment when needed. Develop and maintain documentation and user guides for common issues to improve IT service efficiency. Participate in a shift-based support schedule to ensure coverage across global time zones. The qualifications you need: 3-5 years of hands-on experience in IT support, with proven ability to troubleshoot and resolve issues across both macOS and Windows environments. Strong knowledge of macOS and Windows 11 operating systems. Experience with Active Directory as well as Azure Active Directory. Understanding of TCP/IP networks and fundamental network troubleshooting skills. Proficiency in M365 administration and support. Strong knowledge of collaboration tools such as Microsoft Teams and Zoom. Experience with Mobile Device Management (MDM) solutions like Intune and Kandji Familiarity with operating and maintaining network components such as video conferencing systems (Google Meet/MS Teams) and network printers. Required Skills: Strong communication skills with the ability to work effectively in a global, multicultural team. Detail-oriented, with excellent problem-solving abilities and a proactive mindset. Capable of managing multiple tasks and projects in a fast-paced environment A team player who is motivated to provide excellent customer service and continuous improvement in IT processes. ITIL V4 Foundation certification What Celonis can offer you: Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations. Ownership from Day 1: Every full-time "Celonaut" is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants. Unrivaled Family Support: Benefit from our inclusive parental leave policy—24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment. Work-Life Integration: Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration. Continuous Growth: Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform. Holistic Well-being: Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated "Wellness Weeks" that prioritize work/life balance. Drive Sustainability: Participate in annual Impact Days, where you receive paid time off to volunteer for community and environmental causes with your local office, or virtually. Global Inclusion & Belonging: Find community through our Inclusion Think Tank and participate in our annual Inclusion Days, ensuring every voice is heard and valued. Value-Driven Impact: Join a mission-led organization where our core values—Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future—drive every decision. About Us: Celonis makes processes work — for people, companies, and the planet. Powered by process mining and AI, the Celonis Process Intelligence Platform integrates process data and business context to create a living digital twin of business operations. We enable thousands of companies worldwide to understand how their business actually runs and, together with their partners, build intelligent solutions that transform and continuously improve the way they operate — unlocking billions in value. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide. Get familiar with the Celonis Process Intelligence Platform by watching this video . Celonis Inclusion Statement: At Celonis, we believe our people make us who we are and that “The Best Team Wins”. We know that the best teams are made up of people who bring different perspectives to the table. And when everyone feels included, able to speak up and knows their voice is heard - that's when creativity and innovation happen. Your Privacy: Any information you submit to Celonis as part of your application will be processed in accordance with Celonis’ Accessibility and Candidate Notices By submitting this application, you confirm that you agree to the storing and processing of your personal data by Celonis as described in our Privacy Notice for the Application and Hiring Process . Please be aware of common job offer scams, impersonators and frauds. Learn more here .