IT Operations Specialist (Level 2 Support) m/f/d A163

Information Technology Karlsruhe, Germany

As an IT Operations Specialist (L2), your goal is to provide world-class service to our internal customers and increase their overall satisfaction through assisting them in day-to-day IT related issues.

In this role you will be part of a close-knit team supporting a group of 450+ users dotted across Germany, UK and the rest of Europe, ultimately contributing to an environment of growth and high productivity. You will be able to work from home, with intermittent travel to other German and European locations.

As the business is set to rapidly expand in 2022 and beyond, this will offer you varied and interesting challenging work and create career advancement opportunities. In addition, an allocated training budget will be dedicated to building on your technical excellence.

Job Duties:

  • Receives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains Tier 1 techs in resolving problems and creates knowledge articles for internal and customer self-service use.

  • Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves/relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops/desktops; manage hardware and software asset lists

  • Ensures quality customer service to Avalara staff; designs processes to improve the support experience and levels of self-service, ensures proper and accurate feedback on technical problems; and coordinates communication between user and other IT staff / groups;

  • Utilises and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offerings

  • Escalates advanced technical issues, identifies problems impacting Avalara end users, and works with system owners to resolve these issues

  • Ensures conformance with established IT and company policies and procedures; drives improvements in workflow, procedures, and processes; and provides on-call escalation support for advanced issues

  • Some occasional travels to other European offices may be required


  • Bachelor's degree or equivalent with 4+ years of help desk / service desk experience / advanced technical degree / equivalent work experience

  • Good customer service, communication, and people skills

  • Troubleshooting skills for windows/Mac based platforms, smart phones, and A/V equipment

  • Willingness to learn, develop, and contribute in a fun, fast-paced environment

  • Self-starter that brings both interpersonal skills and creative problem solving skills

  • A+, Microsoft, or HDI certifications

  • Demonstrated troubleshooting abilities for hardware / software issues on both Windows 10 and Mac OSX systems

  • PowerShell scripting experience

  • Good working knowledge in German is essential to support our local offices in Karlsruhe and Berlin

  • Good working knowledge in English to support offices across Europe

Preferred Qualifications:

  • ITIL foundation certification or experience in ITIL framework environment.

  • Experience with an ITSM tool, preferably ServiceNow.


INPOSIA is one of the most technologically advanced companies working in digitisation and business integration. We supply the right product to enable any size of company in any sector to digitise their business processes effortlessly.

Our solutions range from on-premise software to private or public clouds. Our products are as diverse as the needs of every individual company. For many years we have been the leading partner in digital solutions for numerous well-known international customers in the most varied of sectors and markets.


About Avalara:

We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation.

The logic behind calculating taxes — the rules, rates, and boundaries — is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone.

That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Belgium, Brazil, Canada, India, and the U.K.

Equal Opportunities:

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.

Reasonable Accommodation:

Avalara is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can follow this process outlined when applying for a position: Please provide your name and contact information to our recruitment team at [email protected]

Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.