About Us
We are a forward-thinking organization committed to driving change in the energy sector and beyond. Our focus is on innovation, sustainability, and empowering communities through cutting-edge technology and solutions. With a global presence spanning multiple regions, we strive to make a lasting impact by bringing together industry experts and fostering an entrepreneurial mindset.
What You’ll Do
The IT Support Analyst plays a critical role in ensuring the smooth operation of information technology systems by providing technical assistance and support to end-users, their applications, and devices on-site in Hamburg. This role requires occasional travel to other office locations in Europe. The ideal candidate will possess strong technical expertise, excellent communication skills, and a commitment to delivering high-quality support services.
Key Responsibilities
Incident Management
- Provide technical support to end-users for IT-related issues via phone, ticketing system, or in person.
- Assist end-users in setting up and configuring computers, mobile devices, and software applications.
- Troubleshoot hardware, software, network, and connectivity problems promptly and effectively.
- Investigate and identify root causes of recurring technical issues and implement preventive measures.
Hardware & Software Maintenance
- Log, track, and prioritize support requests using a service management system.
- Ensure timely resolution of user issues following established service level agreements (SLAs).
- Escalate complex or unresolved issues to higher-level support teams when necessary.
Security & Compliance
- Assist in user access management, including provisioning and de-provisioning user accounts as per IAM and security procedures.
- Work in accordance with the ITIL framework, ISMS, and ISO 27001 standards.
Inventory Management
- Maintain an accurate inventory of IT assets, including hardware and software licenses in the asset management system.
- Provide recommendations to IT Management for hardware and software procurement based on user requirements.
- Perform routine maintenance tasks, including software updates, patches, and hardware upgrades, to ensure system reliability and security.
- Install, configure, and troubleshoot various hardware components, including desktops, laptops, mobile phones, printers, and peripherals.
Documentation & Knowledge Sharing
- Maintain up-to-date documentation of common issues, solutions, and procedures to create a knowledge base for end-users and colleagues.
- Conduct training sessions or workshops to educate end-users on IT best practices and tools.
Qualifications & Experience
Essential
- Previous experience in a similar role.
- Proficiency in written and spoken English and German (minimum B2 level).
- Excellent communication and interpersonal skills.
- Ability to work both independently and collaboratively in a team environment.
- Familiarity with Service Management applications and remote support tools.
- Strong knowledge of Windows client systems and Office 365 applications, including Microsoft Teams.