IT Support Specialist (m/f/d)

As an IT Support Specialist at Enpal, you will be responsible for responding to technical support requests, diagnosing hardware and software issues, managing service desk tickets in Jira, providing remote and on-site support for end-users, and assisting in configuring and deploying user devices. You’ll also perform basic network troubleshooting and support A/V equipment setup, ensuring our team remains efficient and supported.

To be considered for the IT Support Specialist role at Enpal, candidates should have 1-3 years of recognized IT support experience, familiarity with Microsoft Office 365, Azure, and basic network troubleshooting. Strong problem-solving skills and a knack for clear communication are essential, along with a bachelor's degree in IT or computer science. While certificates like CompTIA A+ are preferred, they aren't required.

Enpal invests in the professional growth of its IT Support Specialists by fostering a strong feedback culture, providing opportunities for continuous learning through Lunch & Learn sessions, and maintaining monthly all-hands meetings to keep everyone aligned and informed. We also encourage input and innovation, allowing you to grow with the company.

The work environment at Enpal is designed to be modern and engaging. The office in Berlin-Friedrichshain features a rooftop terrace, a yoga corner, and even a table tennis table! We maintain a hybrid working model that was developed during the pandemic, allowing for both in-office participation and remote work flexibility, all while nurturing a strong team spirit.

Joining Enpal as an IT Support Specialist offers you the unique chance to be part of Germany's first green unicorn, actively contributing to the solar energy revolution. You'll also enjoy a diverse and inclusive environment with colleagues from over 65 nationalities, competitive benefits, hybrid work arrangements, and a culture focused on team spirit and collaboration.

When responding to this question, emphasize your familiarity with ticket management systems and how you've utilized them in your previous roles. Mention any specific experiences where you effectively managed support tickets, prioritized requests, or collaborated with team members to resolve issues.

Share your systematic approach to troubleshooting, which typically includes gathering detailed information from the user, reproducing the issue, consulting documentation, and then running tests or diagnostics to isolate the problem. Highlight any successful resolution stories to show your effectiveness.

Highlight your proficiency with various tools relevant to the role, such as Microsoft Office 365, MS Defender, Jamf, and Intune. You could also mention your experience with devices like Lenovo and Apple products and any networking equipment, showcasing your comprehensive technical capabilities.

To address this question, recount a specific incident where you encountered a complicated problem. Talk about your diagnostic process, how you engaged with the user, and what solutions you implemented to resolve the issue effectively.

Discuss your strategies for maintaining strong communication with users, showcasing patience and understanding. Share specific techniques you use to explain technical issues in a user-friendly manner, ensuring the customer feels supported throughout the process.

Demonstrate your knowledge of Enpal’s mission to provide renewable energy and how your IT support contributes to this goal. Explain that by ensuring technology functions smoothly, you help the team focus on their work in advancing solar energy solutions.

Share your experiences working both independently and collaboratively in remote and in-office settings. Discuss your adaptability and any tools you use to stay connected with teams, ensuring you're effective regardless of your work environment.

Express your belief that effective collaboration in IT support hinges on clear communication, mutual respect, and shared goals. Provide examples of successful collaborations where teamwork led to enhanced problem resolution or improvements in service delivery.

Talk about your strategies for continuous learning, whether it's through reading industry publications, attending webinars, participating in forums, or engaging in courses to enhance your skills. Mention how you apply this knowledge to improve your work in IT support.

Discuss how you value feedback from both colleagues and users as a crucial aspect of continuous improvement. Share an example of how constructive feedback has helped you refine your skills or enhance your service delivery.