Information Technology Support Analyst

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.