Job Description Your mission during this flight: As Senior IT Support Engineer (m/f/d), you will be the go-to-person making sure Volocopter pioneers - on site and remote can work efficiently and seamlessly with the digital tools and infrastructure provided. You will work on support inquiries that are answered or escalated in given Service Level Agreements. Furthermore you will be taking ownership of projects and improvements to optimize existing IT service management processes and structures: You will execute and improve IT Service Management processes according to the ITIL framework You will participate in IT Help Desk activities and foster ticket resolution according to Service Level Agreements You will provide technical support and consulting to users by applying in place Standard Operating Procedures (SOP) You will execute standard changes for frequently raised requests around AAD User Management, Baramundi Software Distribution, Mobile Device Management (intune, Jamf), and others You will resolve issues of high complexity and align solution within the support team You will provide user feedback to product owners from other teams such as Data or Network Operations You will adapt user documentation where needed You will support our 1st Level support with knowledge and optimize our requirements and 1st / 2nd Level end.