Helpdesk Technician (Flex Schedule & Work at home Stipend)

Website Bitly

At Bitly, we believe in the power of the link or scan – to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.

The Role
Bitly is looking for a Helpdesk Technician who will independently manage the inbound ticket queue for service requests from all Bitly employees. This Helpdesk Technician will independently manage a high-volume of  requests from employees with a strong attention to detail and effective prioritization.

As a member of the IT team, you understand when to escalate complex issues as necessary  and document all daily communication transactions, details and solutions.You need to be a highly detail oriented and analytical individual to accurately capture employee interactions and close out submitted tickets in a timely manner.

In this role you will serve as the first point of contact for employees seeking technical assistance so you should have excellent interpersonal and communication skills.  Your team will rely on you to diligently follow policies and procedures for consistent work delivery and InfoSec auditability.

What You’ll Do
  • Manage Help Desk tickets in a timely manner with a high level of prioritization
  • Follow-up with customers to ensure issues are resolved
  • Maintain user profiles in multiple tools and prepare the onboarding of new resources
  • Audit web applications for proper licenses and contract utilization on a regular basis
  • Generate audit reports
  • Document customer interactions
  • Run diagnostics to resolve customer reported issues
  • Escalate issues to the next Tier when necessary
  • Install, make changes and repair computer hardware and software
  • Remotely monitor systems and proactively troubleshoot endpoints with out of date security patches or antivirus definitions

Who You Are

  • You have 1+ years of experience working in an IT Service Desk environment
  • You have proficiency with MAC and MS computers
  • You have excellent oral and written communication skills
  • You are detail oriented in order to keep detailed notes on tickets
  • You are highly organized to keep Help desk tickets in order
  • You have the ability to diagnose and resolve basic computer technical issues
  • You have a BS degree or equivalent experience

Bonus Points

  • Experience with Google Workspace (previously GSuite)

Employee Benefits

  • 30 days paid vacation + one week company vacation in summer
  • Flexibility: remote-first (Bielefeld and Berlin offices available) & flexible working hours
  • High standard equipment
  • Work from home stipend
  • Wifi / Internet & Cell Phone Stipend
  • Personal Development Budget
  • Fitness Membership at Urban Sports Club
  • Regular onsite & offsite team events
  • Trust based leadership
  • Strong feedback culture
  • Employee focused onboarding experience


Applicants must be currently authorized to work in Germany on a full-time basis and located in Germany.

The annual cash compensation range for this position is below.  Final compensation will be determined based on experience and skills and may vary from the range listed.
Pay Range
€33.000€45.000 EUR

Our Values

  • Be a Catalyst. As an innovative technology company, we build our products to be a catalyst for connection and encourage our team to be catalysts for meaningful impact both at work and in the world
  • Take Ownership. In our highly collaborative culture, Individual accountability is critical. We depend on each other to solve our customers’ most challenging problems and celebrate the wins together
  • Champion Diversity, Equity & Inclusion. Our product connects people of all backgrounds and abilities. And our company is built on the belief that our differences make us better and that everyone deserves the opportunity in which to thrive
  • Show Integrity. We don’t cut corners. We don’t look for the easy way out. We approach every day with a shared mindset – let’s do the right thing, even if it’s the harder thing
  • Have Fun. Whether your time is here is as short as a Bitly link or as long as the links your grandma sends you, we want your experience at Bitly to be fun and memorable. We hope the connections you make here last a lifetime
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Bitly also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Bitly.


To apply for this job please visit