• IT Helpdesk Analyst

    Location DE-Berlin
    Job ID
    2018-11757
    # Positions
    1
    Category (Candidate Search)
    Information Technology
    Position Type
    Fixed Term
    Business Group
    SolarWinds
  • Overview

    Named by Forbes as one of the top 10 fastest growing technology companies, SolarWinds delivers powerful and affordable IT management and monitoring software to over 100,000 customers worldwide – from Global 1000 enterprises to small businesses. 
     
    We are seeking an Helpdesk Analyst to join our team in Berlin who will be responsible for supporting internal users and troubleshooting network problems.  They will also work with customers to determine and resolve problems efficiently with customer service focus on the general Helpdesk queue.
     
    This is initially a fixed term contract for 6 months. 
     

    Responsibilities

    • Provide first level assistance to internal resources including executives
    • Provide high level of professionalism when dealing with employees
    • Will be required to document, track and monitor the issues to resolution. 
    • Provide hardware troubleshooting of laptops, desktops and misc. electronic devices.
    • Provide standard onboarding/training of employees.
    • Configure and deploy desktop/laptop, create various accounts, provision phone,
    • Provide de-provisioning of outgoing employees
    • Delete accounts, deactivate equipment, create backups, etc.
    • Provide Microsoft desktop support:
    • Deployment of new machines (laptops, desktops)
    • Add end user to a corporate domain
    • Manage Administrative local privileges on desktops/laptops
    • Install and configure desktop OS’s (Win10 and Mac OS) for various scenarios.
    • Install, configure and support MS productivity suites; Microsoft Office, Outlook, Lync etc.
    • Install and manage security software on desktops
    • Support VPN users
    • Assist in the administration of Active Directory

    Qualifications

    • Oral and written English and German communication skills
    • 2+ years Experience supporting Windows desktop/laptop PCs, MAC OS
    • 2+ years Experience using Active directory
    • Ability to provide help desk support for standard software packages including MS Office products, virus software, web browsers as well as basic network support
    • Experience troubleshooting hardware issues and replacing hardware on both desktop,  laptop PCs, printers, and  Audio visual equipment.
     
    Qualifications:
    • Good Troubleshooting skills with Windows 10, Mac OS
    • Knowledge of Active Directory
    • Knowledge on Cisco based Video conferencing administration
    • Knowledge of Microsoft productivity suite
    • Working knowledge of TCP/IP networks and system troubleshooting (subnets, firewall concepts, ports, and routing)
    • Knowledge of DNS, DHCP, email and IP routing
    • A+, Microsoft, or Cisco certifications are an asset
    • Systems administration experience is an asset
    • Experience in a call centre is an asset as phone and remote support is common

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