IT Support & Workplace (ITSW) Agent (f/m/d)

• *Company Description**

Founded in 2008, BMG is committed to building the world’s most trusted, forward-looking music company. Following its combination with Concord in 2026, BMG brings together global scale, deep expertise, technology, and partnership to unlock new opportunities for creators while protecting and growing the long-term value and cultural impact of their work.

BMG’s repertoire includes works by iconic global artists, songwriters, composers, and playwrights, including will.i.am, Phil Collins, Tina Turner, Lin-Manuel Miranda, Jason Aldean, Jelly Roll, Evanescence, Kylie Minogue, Billie Holiday, Rodgers & Hammerstein, Creedence Clearwater Revival, Tennessee Williams, OneRepublic, Daddy Yankee, and Leonard Bernstein.

Headquartered in Nashville with 18 offices globally, BMG is privately held and part of Bertelsmann, the international media, services and education company, with a minority stake held by affiliates of Great Mountain Partners.

• *Job Description**

We are looking for a passionate **IT Support & Workplace (ITSW) Agent** to join the Berlin branch of our global IT Support & Workplace team. In this role, you will provide comprehensive support across all IT workplace services for BMG teams throughout our European offices. As part of our global Service Delivery team, you will help ensure that our services are highly available, fit for purpose, and aligned with our commitment to delivering an exceptional user experience.

In this position, a passion for customer support is key. You will collaborate with various IT teams, external vendors, business units, and stakeholders. As such, this role requires high flexibility, outstanding communication skills, a robust technical/security skillset, and a strong service-oriented mindset.

What You'll Be Doing

• **Provide** daily remote and in-person support across IT workplace services, including O365, JAMF, Intune/Autopilot, Video Conferencing, Active Directory, Access Management, and Okta.
• **Manage** tickets and workload effectively through ITSM tools such as Jira and Confluence, ensuring timely and user-focused updates.
• **Contribute** to the team’s knowledge management platform by creating and maintaining processes, technical guides, and how-to documentation.
• **Participate** in Incident, Problem, and Change Management for IT Support and Workplace services.
• **Collaborate** on projects led by the IT Support and Workplace function.
• **Work** as part of a global team that designs, protects, and manages workplace services for BMG.
• **Stay abreast** of emerging technologies and security threats, proactively assessing and evaluating them for potential adoption within the organization.

• *Qualifications**

• Bachelor’s degree in Computer Science, a related technical field, or an equivalent combination of education and practical work experience.
• 3+ years of experience in a workplace management/support role or a similar position within a professional IT environment.
• Deep expertise in end-user device support (Windows & macOS), package management, patch management, and standard support procedures.
• ITIL certification or at least 3 years of experience working within the ITIL framework.
• Solid understanding of core network and workplace concepts (connectivity, Wi‑Fi, VPN, basic routing, and firewall behavior) sufficient to troubleshoot common user issues and effectively liaise with specialist teams.
• Experience with corporate video conferencing products and services (e.g., MS Teams, Zoom, or modern conference room setups).
• Strong communication and interpersonal skills, with the ability to explain complex technical topics in clear, non‑technical language.
• Proven ability and desire to engage and collaborate with a diverse set of stakeholders.
• Fluency in English is required; knowledge of German (Level B2) is a plus.

• *Additional Information**

Now What's In It For You

• A modern office in the heart of Berlin and flexible options for remote work
• Numerous benefits such as a free BVG job ticket, a reduced-price membership for Urban Sports, discounts for Bertelsmann employees, among others
• Ongoing training opportunities on our internal platforms BMG Campus and Bertelsmann University
• A collaborative work environment with an open, appreciative community of people who all share the same passion for working with artists and songwriters
• Our unique corporate culture based on strong values and mutual support that make us a great team

• *Disclosure requirements pertaining to the collection of your personal data:**

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these [here](https://bertelsmann-hr.de/docs/Overview_of_Data_Retention_Periods_EN.pdf).

You can contact the company’s Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found [here](https://jobsearch.createyourowncareer.com/content/Privacy-Policy/?locale=en_US).

• *Recruiting-Platform powered by SmartRecruiters**.