System Administrator I - (IT Service Delivery)

Job Description

We are on the lookout for a System Administrator I to join our IT Service Delivery team.

In this role, you will be responsible for:

End-User Support & Troubleshooting

• Provide on-site and remote end-user support (hardware, software, account/workstation setup) via chat, email, and in person, including scheduled visits to Dmart offices for maintenance and upgrades.

• Log, prioritise, and resolve tickets by business criticality (Jira, ServiceNow), covering networking, printers, and A/V, partnering with the Infrastructure team on larger projects.

IT Administration & Asset Management

• Track IT assets through their full lifecycle and maintain MDM (JAMF, Intune) compliance across enterprise devices.

• Support access management (Okta, SailPoint IIQ) and contribute to IT governance and compliance initiatives.

Process Improvement & Collaboration

• Maintain onboarding/offboarding efficiency and IT service KPIs/SLAs.

• Partner with senior IT team members to improve processes and automation, staying current on emerging tech.

AI-Enabled Support & Tooling

• Use AI assistants (Copilot, Claude, ChatGPT, Gemini) to speed up troubleshooting, draft knowledge-base articles, and summarise recurring issues.

• Pilot AI-assisted automations (prompt templates, scripts, no-code tools) to cut manual work in ticketing and onboarding/offboarding, sharing what works with the team.

Qualifications

• Minimum of 1 year of experience in IT operations or 1st-level support with hands-on experience managing workstations (Windows & MacOS) and endpoint devices.

• Strong troubleshooting skills for hardware and enterprise IT software.

• Ability to work independently and own issues end-to-end.

• High service orientation and excellent customer service skills.

• Strong communication skills (verbal & written).

• Work location type: on-site

Nice-to-Have Skills

• Hands-on experience with JIRA and Confluence for ticketing and documentation

• Administration experience with Slack, Google Workspace, and access management platforms (Okta, SailPoint IIQ)

• Practical experience using AI assistants (Copilot, Claude, ChatGPT, Gemini) for support, documentation, or productivity tasks

Additional Information

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week
• We offer 27 days holiday with an extra day on 2nd and 3rd year of service
• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.
• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation & Gym.
• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank, Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan
• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers and Food Vouchers.
• Wondering what relocating to Berlin is like? In this article, we’ve put together 10 things you should know about moving to Berlin and how Delivery Hero can support you. You can also visit our relocation hub and check out more information about moving to Berlin.
• Ready to prepare for your interview? Check out the list of the 5 most common interview questions and answers created in collaboration with our recruiters.

Ready to join our team? If you’re excited to grow, collaborate and be part of the world’s leading delivery platform, we’d love to hear from you. Apply today!

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you.

We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at inclusion@deliveryhero.com.

Severely disabled applicants with equal qualifications will be given preferential consideration.

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.