IT Technical Support Specialist (relocation to Hamburg)

FREE NOW Germany GmbH

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Are you a tech-savvy problem-solver with a passion for ensuring seamless IT operations? FREENOW Germany GmbH is seeking a dedicated IT Technical Support Specialist to join our dynamic IT Service Desk team in Hamburg. This is an exciting opportunity to contribute to a leading European multi-mobility platform, playing a crucial role in maintaining the technological backbone that supports our vast network of services and millions of users across 180 cities and 9 markets.
• As an IT Technical Support Specialist, you will be the first line of defense for our employees, providing essential technical assistance and ensuring that our internal systems run smoothly. Your expertise will be vital in diagnosing and resolving a wide range of IT issues, from hardware malfunctions and software glitches to network connectivity problems and user account management. You will be instrumental in fostering a productive work environment by minimizing downtime and empowering our colleagues with reliable technology.
• Your responsibilities will encompass a broad spectrum of IT support functions. This includes responding promptly to user-reported incidents and service requests via our ticketing system, phone, and in-person interactions. You will meticulously document all support activities, ensuring accurate and up-to-date records for future reference and analysis. A key part of your role will involve troubleshooting and resolving technical issues related to desktop hardware (laptops, desktops, printers, peripherals), operating systems (Windows, macOS), and a variety of business applications, including Microsoft Office Suite, collaboration tools, and specialized FREENOW software.
• Furthermore, you will manage user accounts and access permissions within our Active Directory and other relevant systems, ensuring security and compliance. You will play a part in the onboarding and offboarding process for new and departing employees, setting up and configuring workstations, and ensuring all IT assets are properly managed. Your role will also involve assisting with network troubleshooting, including Wi-Fi connectivity, VPN access, and basic network device configuration.
• Beyond reactive support, you will proactively contribute to improving our IT infrastructure. This may involve participating in the deployment of new hardware and software, conducting regular system maintenance, and assisting with IT inventory management. You will also be involved in creating and updating IT documentation, knowledge base articles, and user guides to empower our users and reduce recurring support requests.
• The ideal candidate will possess strong analytical and problem-solving skills, with the ability to quickly diagnose complex technical issues and implement effective solutions. Excellent communication and interpersonal skills are essential, as you will be interacting with employees at all levels of the organization, often under pressure. A patient and customer-centric approach is paramount, ensuring that every user feels supported and valued.
• This role offers a unique chance to grow within a rapidly expanding and innovative company that is shaping the future of urban mobility. As part of the broader Lyft family since July 2025, FREENOW provides a global platform for learning, development, and impact. You will be working in a collaborative and inclusive environment where your contributions are recognized and where you are encouraged to bring your authentic self to work. We are committed to fostering a culture of diversity and inclusion, ensuring that everyone feels welcome and has the opportunity to thrive.
• The relocation to Hamburg is a key aspect of this role. While we understand that relocation can be a significant undertaking, we are looking for candidates who are prepared to make this move, either from the outset or within the first six months of employment. This will allow you to fully integrate into our Hamburg-based team and contribute to the vibrant FREENOW community in person.
• Join us at FREENOW and be a part of a mission to make urban mobility more efficient, sustainable, and inclusive. Your technical expertise will directly contribute to the success of our operations and the satisfaction of our users. We are excited to welcome a new IT Technical Support Specialist who is eager to learn, grow, and make a tangible difference.

🎯 Requirements

• Proven experience in an IT Technical Support or Service Desk role, with a strong understanding of troubleshooting hardware, software, and network issues.
• Proficiency in managing user accounts and permissions within Active Directory and familiarity with common IT support ticketing systems.
• Excellent communication, interpersonal, and customer service skills, with the ability to explain technical concepts to non-technical users.
• Willingness and ability to relocate to Hamburg, Germany, either immediately or within the first six months of employment.

🏖️ Benefits

• Opportunity to work with a leading European multi-mobility platform and contribute to the future of urban transportation.
• Collaborative and inclusive work environment within a growing international company, part of the Lyft global mobility platform.
• Support for relocation to Hamburg, Germany, to integrate into our vibrant local team.
• Opportunities for professional development and career growth within FREENOW and the wider Lyft organization.

Skills & Technologies

Remote

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FREE NOW Germany GmbH

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About FREE NOW Germany GmbH

FREE NOW is a leading ride-hailing service operating in Europe. It connects passengers with drivers through a mobile app, offering a convenient and reliable way to travel. The platform provides various transportation options, including standard taxis, private hire vehicles, and ride-sharing services. FREE NOW focuses on user experience, safety, and efficiency, aiming to simplify urban mobility. Drivers benefit from flexible working hours and access to a large customer base. The company is committed to innovation in the mobility sector, exploring new technologies and services to enhance the travel experience for both passengers and drivers. It operates in numerous cities across Europe.

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