Helpdesk Analyst, Information Technology

Canadian Solar EMEA; München; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A leading company in solar energy is seeking a Helpdesk Analyst to provide IT support and enhance customer satisfaction. The role involves troubleshooting, system administration, and maintaining positive relationships across the organization. Ideal candidates will have a Bachelor's degree, relevant experience, and a proactive mindset.

Leistungen

Opportunities for collaboration and advancement

Diverse and inclusive company culture

Qualifikationen

• 3-5 years of experience in an IT Support role.
• Industry-standard certifications such as CompTIA A+, ITIL preferred.
• Hands-on experience troubleshooting hardware and software.

Aufgaben

• Provide first-level IT support for Windows and Microsoft Office 365.
• Respond to and follow up on internal IT tickets.
• Implement infrastructure enhancements to improve reliability and performance.

Kenntnisse

Analytical skills

Problem-solving skills

Communication skills

Customer service

Ausbildung

Bachelor's degree in computers, networking, or information systems

Tools

Microsoft 365

Active Directory

VMWare

ServiceNow

Jobbeschreibung

The Helpdesk Analyst will be responsible for ensuring consistent and effective support of IT requests in a timely, courteous, and professional manner. This position will be visible throughout the company, so the individual should have the ability and desire to make a positive impact on the department and organization. The successful candidate will have IT support experience, including the implementation of company networks, communication systems, and related software. This position reports to the IT Manager.

Responsibilities

1. Develop and maintain positive relationships while striving to attain the highest level of customer service and satisfaction.
2. Respond to and follow up on all internal IT tickets submitted via phone, email, instant chat, and walk-up requests.
3. Provide support for Microsoft operating systems, applications, and other CSI standard software packages.
4. Provide first-level IT support for Windows, Microsoft Office 365, and a variety of other applications.
5. Administer and support onsite and remote systems, including maintenance and upgrades to servers, workstations, wiring, switches, backup systems, printers, and print servers.
6. Manage software installation, upgrades, patches, and problem fixes.
7. Coordinate system changes, including testing, scheduling, and production implementation, in accordance with change control procedures.
8. Ensure proper registration of license keys and licensing compliance, participate in licensing audits.
9. Track and log all requests according to incident and service request procedures.
10. Coordinate problem resolution with other IT support teams to ensure timeliness.
11. Work independently and within a global support team supporting local and remote users.
12. Investigate and implement solutions to technical issues.
13. Implement infrastructure enhancements to improve reliability, security, and performance.
14. Identify recurring issues and propose solutions to address root causes.
15. Communicate opportunities for hardware, software, and support resource improvements, including standardization.
16. Perform other projects, office, and administrative duties as assigned.

Competencies

• Analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proactive, results-driven, with a pragmatic mindset and strong sense of urgency.
• Hands-on approach, down-to-earth mentality, and ability to work autonomously under pressure.

Languages

• Please submit your CV in English.

Location

Your backpack is filled with:

• Bachelor's degree or equivalent work experience in computers, networking, and information systems.
• 3-5 years of experience in an IT Support role.
• Knowledge of troubleshooting Microsoft Enterprise server software, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Copilot), Intune, Autopilot, MDM, Windows Active Directory (AD), Azure (Entra ID), Windows Server, Exchange, and other cloud desktop infrastructure (VOIP, virtual desktops).
• Hands-on experience troubleshooting hardware such as PCs (Dell, etc.), network printers, iPhones, and basic familiarity with Android.
• Experience installing and configuring Windows OS, networked and local printers, and business applications.
• Relevant experience in systems administration and operations preferred.
• Industry-standard certifications such as CompTIA A+, ITIL, Microsoft Azure Foundation Certification preferred.
• Basic knowledge of VMWare, Hyper-V, and Data Storage systems.
• Experience with A/V and videoconferencing setup and troubleshooting.
• Experience with IT support ticketing systems (Managed Engine, Freshservice, ServiceNow, etc.).
• Additional skills in business processes, Active Directory, customer service, information security, Linux, project management, risk assessments, hardware, data analysis, and technical support.

Contact

Let's make a difference together - Apply now!

Questions? Our HR team is here for you.

Canadian Solar is committed to innovation in solar energy, helping to shape a sustainable future. Join our international environment with opportunities for collaboration, advancement, diversity, and flat hierarchies. Be part of a company culture that is open-minded, appreciative, inspiring, and motivating, with over 18,500 talented individuals shaping the energy of the future.