IT Service Desk Engineer (All Genders)

Company Description

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.

Job Description

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.

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.

Additional Information

Headquartered in Munich, with offices across Madrid, Krakow, Wrocław, London and Vienna, we collaborate because we genuinely love working together – 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 (60% office, 40% home) and an option to work 20 days abroad in approved countries.

Development opportunities help you shape your own career path, with excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products.

Benefits

• 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.

Equal Opportunity

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.