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.

What you’ll do:
Based at our Norddeich site 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 Norddeich, with the requirement to travel occasionally to our other offices in Europe. This position requires a combination of technical expertise, excellent communication and interpersonal skills, and a commitment to delivering high-quality support services.

Key Responsibilities

Incident Management

• Log, track, and prioritize IT incidents in the IT service management system.
• Classify incidents by type and assessing them based on severity, impact, and urgency to determine the order of resolution.
• Ensure resolution of incidents in accordance with defined Service Level Agreements.
• Escalate complex or unresolved issues to higher-level support teams, ensuring clear documentation and handover.
• Maintain clear and consistent communication with stakeholders, keeping detailed logs of actions for future troubleshooting, audit, and compliance.

Service Request Management

• Logging, tracking, and prioritizing IT support requests using the IT service management system.
• Prioritize requests by type and urgency to define how they are handled.
• Ensuring timely resolution of user requests by following established service level agreements (SLAs)
• Escalating complex or unresolved requests to higher-level support teams when necessary.
• Perform routine maintenance tasks, including software updates, patches, and basic hardware support activities.
• Perform user on and off boarding tasks, including hardware, software and identity management.

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.

Project Support, Documentation and Knowledge Sharing

• Support in the rollout of local and global projects / initiatives within End User scope
• 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 C1 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.
• Must be willing to work in the Norddeich office 4 or 5 days per week

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

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. 

#LI-SM1 #LI-ONSITE

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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