IT Service Engineer

Celonis is the trusted platform to industrialize Enterprise AI. At our core is the Celonis Context Model — which combines process data, business knowledge, and intelligence into a living digital twin of the enterprise that AI can actually understand, turning AI's operational blind spots into operational clarity. World's leading companies trust Celonis and its global ecosystem of partners to make their AI agents, people, systems, and processes work together, achieving transformational outcomes. We believe there's a massive opportunity to unlock global productivity and sustainability by giving AI the context to understand how every business process really works. Join our mission to make processes work for people, companies, and the planet.

Job Overview:

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, with a special focus on supporting our vibrant Madrid office. 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.

Key Responsibilities:

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 (Zoom/MS Teams).

Manage the onboarding process for new employees in the Madrid office.

Support mobile devices, including smartphones, through mobile device management platforms like Intune and Kandji

Provide onsite IT support to Celonis employees at the Madrid office.

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.

Handle Procurement & Provisioning of Hardware (Laptop & Phones)

Required Qualifications :

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 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 (MS Teams) and network printers.

Required Skills:

Strong communication skills in English 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