Senior IT Helpdesk Support (12 month Fixed Term Contract)


Contract Position


This job is for a Senior IT Helpdesk Support position based in Berlin, offering a hybrid work arrangement with 3-4 days in the office and 1-2 days remote. The role involves providing support to Mozillians, resolving escalated issues, administering SaaS applications, driving process improvement, and managing user accounts. Strong skills in Windows and Mac support, SaaS support, problem-solving, and communication are required.

What you'll do

  • Support Mozillians via Slack, Jira Service Management, and email with their Service Requests and Incidents
  • Resolve escalated issues in a fast-paced global support environment and provide appropriate follow-up
  • Represent the Global Service Desk on IT projects partnering with various groups throughout Mozilla
  • Administer SaaS applications like Google Workspace, Slack, Atlassian Suite
  • Drive process improvement changes, lowering friction for our Mozillians and improving the Global Service Desk experience for all
  • Proactively monitor upcoming software releases and patches that affect users and provide communications
  • Manage LDAP user account operations and permissions
  • Document all incidents and requests with detail, accuracy for both accurate metrics and to help build a rich IT knowledge base


  • Demonstrated ability supporting both Windows & Mac in an enterprise environment
  • Indepth experience in SaaS support (Atlassian, Google Workspace, Slack, etc.)
  • Ability to work proficiently with minimal daily guidance to meet deadlines
  • Excellent communication, analytical, and leadership skills necessary for independent project work
  • Excellent problem-solving and troubleshooting skills
  • High level of detail in all aspects of work, including tickets and knowledge articles


Click below to be taken to the Mozilla hiring page.



Contract Length

12 Months


The compensation for this position is not listed.


slack jira service management email google workspace atlassian suite

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