Information Technology Support Analyst

Jamestown Europe GmbH & BV; Köln; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

A leading company seeks an IT Support Analyst responsible for providing exceptional technical support to end users and ensuring the seamless operation of IT systems. The role involves configuring and deploying devices, troubleshooting complex issues, and collaborating across multiple EU locations. Ideal candidates will have a strong technical background, effective problem-solving skills, and excellent customer service abilities.

Qualifikationen

• Combination of technical education and field experience preferred.
• Strong written and verbal communication skills in English; German is a plus.

Aufgaben

• Provide technical support for end users and ensure seamless IT operations.
• Perform troubleshooting of PC and system issues, document resolutions.
• Administer user accounts and mobile device management.

Kenntnisse

Troubleshooting complex technical issues

Prioritization

Effective communication

Customer service

Ausbildung

Technical education

Tools

Freshservice

VMware Horizon View

Intune Mobile Device Management

Microsoft Office 365

Adobe Creative Suite

Jobbeschreibung

Your Responsibilities

We are looking for an IT Support Analyst who is responsible for providing technical support and exceptional customer service to end users while ensuring the seamless operation of IT systems. This role requires technical expertise, sound judgment, and excellent communication skills to achieve established goals. The IT Support Analyst will primarily support offices in London and Amsterdam, with potential travel to additional EU locations as needed. This position reports to IT managers located in the United States.

The job will require a diverse skill set. Main responsibilities include:

Support of End-User Devices:Configure, deploy and support virtual desktops, workstations, laptops, desktops, and mobile devices (Windows, Mac, iOS, and Android).
Application and Security Support:Provide support for all desktop-level applications and security systems across multiple departments and technology platforms.
Technical Troubleshooting:Perform scheduled and unscheduled technical analysis of PC and system issues. Resolve failures, mitigate risks, and make recommendations for continuous improvement.
Network & Client Systems Integration: Contribute to the overall design, installation, maintenance, and client integration with company networks.
Identity and Account Management: Administer user and group management through Microsoft Office 365 and Exchange Online (mailbox and group management).
Issue Documentation and Knowledge Sharing:Log maintenance activities, compile knowledge base entries, and document resolutions through the company’s internal ticketing and knowledge base systems.
Video Conferencing Support:Diagnose and resolve video conferencing issues with Microsoft Teams, Zoom Rooms, and general A/V hardware.
Client Support via Ticketing System:Use the internal ticketing system (Freshservice) to monitor, react to, and follow up on service tickets.
Virtual Desktop Administration:Provide administration and troubleshooting support for virtual desktop environments using VMware Horizon View.
Mobile Device Management:Configure and manage mobile devices using Intune Mobile Device Management.
Knowledge, Skills, and Abilities:

• LAN network topology, protocols, and troubleshooting techniques.
• Active Directory, security groups, domain administration, and Azure integration.
• Systems including, but not limited to: Windows 11, Mac OS, iOS, Office 365, Google Workspace.
• Key applications such as Microsoft Office 365, Adobe Creative Suite, AutoCAD, and tax-related software (e.g., CCH Tax Suite).
• Hardware systems (modern Mac & Windows systems, mobile devices, Wyse / Dell Zero clients, etc.).

Your Qualifications

Education & Experience:

• A combination of technical education, training, and/or relevant experience that equips the candidate with the necessary knowledge, skills, and abilities to perform the job effectively.
• Field experience preferred.

Skillset:

• Prioritization and independent organization of tasks to meet critical deadlines.
• Troubleshooting complex technical issues, developing procedures, and documenting solutions.
• Communicating effectively with end users, internal staff, contractors, and clients, both orally and in writing.
• Providing excellent customer service with a focus on empathy, listening, and root-cause analysis.
• Strong written and verbal communication skills in English. German is a plus.

Other Considerations

• Responsibilities may occasionally require travel to remote offices or project sites, particularly to support London and Amsterdam teams.
• Flexibility with schedules is required, including the ability to work adjusted hours, overtime, or evenings/weekends to accommodate project deadlines or emergencies.
• The nature of this position occasionally involves working across global time zones for collaboration with U.S.-based managers and teams.

Contact