IT Support Analyst
Who We Are:
At Northland, we’re enablers of change, united by our journey to transform the energy sector into the foundation for a sustainable future.
Since our inception, we’ve been early movers in the energy industry, adopting new initiatives that pave the way for communities across the globe and helping forge their path towards a carbon-neutral landscape.
We’re a different kind of independent power producer. As developers, owners and operators who are at the forefront of the energy transition, we’re uniquely positioned to leave a lasting impact in the regions where we operate. We’ve expanded our business across Canada, the United States, Latin America, Europe and Asia to become a global leader, all by bringing together industry experts to find solutions with an entrepreneurial mindset.
While our work powers communities across the globe, Northland is powered by our people.
The IT Support Analyst plays a critical role in ensuring the smooth operation of Northland's information technology by providing technical assistance and support to end-users, their applications and devices on site in Hamburg with requirement to travel occasionally to our other office in Europe. This position requires a combination of technical expertise, excellent communication skills, and a commitment to delivering high-quality support services. The role is based in Hamburg, with regular travel to our Norddeich office.Key Responsibilities
Incident Management
- Providing technical support to end-users for IT issues through various communication channels such as phone, ticket system, or in person.
- Assisting end-users in setting up and configuring computers, mobile devices, and software applications.
- Troubleshooting hardware, software, network, and connectivity problems promptly and effectively.
- Investigating and identifying the root causes of recurring technical issues, implementing preventive measures to reduce future incidents.
Hardware software Maintenance
- Logging, tracking, and prioritizing support requests using a service management system.
- Ensuring timely resolution of user issues by following established service level agreements (SLAs)
- Escalating complex or unresolved problems to higher-level support teams when necessary.
Security and Compliance
- Assisting in user access management, including provisioning and de-provisioning user accounts as per IAM and security procedures.
- Working according to the ITIL framework, ISMS and ISO 27001.
Inventory Management
- Maintaining an accurate inventory of IT assets, including hardware and software licenses in the asset management system.
- Assisting in procurement by recommending to IT Management hardware and software purchases based on user requirements.
- Performing routine maintenance tasks, including software updates, patches, and hardware upgrades, to ensure system reliability and security.
- Installing, configuring, and troubleshooting various hardware components, including desktops, laptops, mobile phones, printers, and peripherals.
Documentation and Knowledge Sharing
- Maintaining 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 and experience:
Essential
- Previous experience in the same or similar role
- Good command of written and spoken English and German at 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.
- Good knowledge in the administration of current Windows client systems as well as sound knowledge in Office 365 applications including Microsoft Teams.
Desirable
- Degree in computer science, information technology, or a related field (or equivalent work experience)
- Willingness to stay updated on industry trends and emerging technologies
What’s In It for You:
Our employees are the driving force behind our achievements. We are unwavering in our commitment to not only recognize your contributions but also to empower you to excel in every aspect of your life. Here's a glimpse of why Northland is the place where you'll truly thrive:
Presence with purpose – You can take advantage of our hybrid model (team-dependent, you work from wherever makes you most comfortable). Our Workplace Reimagined framework also offers flex time so you can define your work schedule within certain parameters.
Thoughtful benefits – You will have access to a range of benefits including paid parental leave, country specific and paid benefits that will cover you and your family just to name a few.
Wellbeing first – Staying true to our taking care of ourselves and each other value, you will have access to our global Wellness Program and Employee Assistance Program, including access to mental health resources.
Birthdays off – You will get your birthday off work so you can celebrate however you choose. This is a paid day off to do what is important to you!
Continuous Learning support– You will gain new skills by accessing LinkedIn Learning’s on-demand platform with 16,000+ courses in multiple languages, and by taking advantage of our education reimbursement program.
Please note, our benefits do vary depending on location so if you are applying for a role that’s advertised in multiple locations, each country will have specific benefits.
We hire talented and passionate people from different backgrounds. If you’re excited about a role but your past experience doesn’t align perfectly with this job description, we still encourage you to apply. Learn more about our diversity, inclusion and belonging commitments.
Disclaimer
This document is a guide. The duties, responsibilities, and requirements of the jobs as described herein are not inclusive and are subject to change.
Northland Power is an equal opportunity employer and we are committed to creating a fair, inclusive and accessible environment. As part of our commitment we work to ensure our application process is accessible to all candidates. If you require special assistance or accommodation during the hiring process, please notify a member of the HR Department.
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