Senior Helpdesk Analyst

Responsibilities

• Act as the senior technical point of contact for the Brno site and EMEA-based remote employees, serving as a trusted escalation and leadership resource, including support for internal users and executives with a high level of professionalism.
• Provide day-to-day end-user support using Jamf, Microsoft Entra ID, Intune, and Autopilot, including device provisioning, access management, M365 (O365) and Exchange administration, endpoint security configuration, and adherence to IT and security standards.
• Lead resolution of complex and escalated issues across Windows and macOS, including hardware, software, VPN, and Microsoft desktop support, while actively contributing to daily helpdesk operations and documenting, tracking, and driving incidents to resolution.
• Manage the full device and asset lifecycle, including installation, imaging, configuration of Windows and macOS systems, account setup, local admin rights management, procurement, deployment, repairs, refresh, returns, and provisioning.
• Support onboarding and offboarding activities, collaborate with Global EUS teams, create and maintain technical documentation, and contribute to continuous improvement initiatives to ensure high-quality end-user support.
• Required Qualifications
• Minimum 5+ years of experience in IT support, helpdesk, or IT administration roles.
• Strong expertise in Windows and macOS environments.
• Hands-on experience with device management and provisioning tools (Intune, Jamf, Entra ID/Azure AD, Windows Autopilot).
• Solid experience in Microsoft 365 (O365) administration, including Exchange Online.
• Proven ability to manage escalations and complex troubleshooting scenarios.
• Excellent communication, interpersonal, and customer service skills.
• Ability to balance operational workload, escalations, and continuous improvement efforts.
• Flexibility to work across time zones with global teams.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP) is an advantage.
• Working knowledge of modern endpoint management (MDM) and familiarity with both Windows and Apple ecosystems, including device configuration, policy management, and user support, is a strong advantage.

Benefits

Additional Information

At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve-including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We're looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you're looking to build your career with an exceptional team, you've come to the right place. Join SolarWinds and grow with us! We work in a hybrid mode 4+1 , with a minimum of 3 days at the office (with mandatory Tuesdays and Wednesdays) and a maximum of 2 days at the home office. The location of our office is Holandská 873/6, Brno - Štýřice, 639 00 . We employ only via an employment contract - full-time employment (HPP). Role Overview We are looking for a Senior Engineer who views Vulnerability Management as a risk-reduction craft, not a compliance checkbox. While you will be involved in high-level security operations, your primary focus is to evolve our Threat & Vulnerability Management (TVM) program from "running scans" to "driving impactful remediation of real risk." This isn't a role for someone who just forwards PDF reports. We need a technical leader who can cut through the noise of thousands of alerts, translate CVSS scores into actual business risk, and work as a peer with our Engineering and IT teams to get things fixed. You'll be the bridge between technical telemetry and executive-level risk decisions. Role Overview We are seeking a highly skilled Senior Helpdesk Analyst to join our IT team in Brno, serving as a Subject Matter Expert (SME) in end-user support with deep expertise across Windows and macOS environments. This role acts as a key escalation point for complex technical issues while ensuring a seamless end-user experience across the EMEA region. It combines senior-level technical leadership with active involvement in daily operations, focusing on complex issues, escalations, and high-impact support scenarios, while collaborating closely with global teams across NA, EMEA, and APAC to support the continued growth of End User Services (EUS).

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