Senior Analyst - German Speaking

About the role

We are looking for a Senior Analyst who is fluent in German and English to provide first‑line technical support to employees and store staff. The role combines remote desktop assistance with on‑site troubleshooting for hardware, software, network and retail‑specific systems, ensuring smooth daily operations.

Key responsibilities

• Respond to IT service requests via phone, email and ticketing tools (ServiceNow, Jira).
• Troubleshoot hardware issues on laptops, desktops, printers, POS and inventory devices.
• Resolve software problems on Windows, macOS, Microsoft Office and email systems.
• Manage user accounts, password resets and access permissions in Active Directory and VPN environments.
• Escalate complex incidents to Level 2/3 support and log all activities accurately.
• Provide guidance on store procedures, ensure security compliance and maintain high customer‑satisfaction scores.

Required profile

• Minimum 1‑2 years of Service Desk experience.
• Fluent in German and English with strong communication skills.
• Ability to work in shifts and handle both remote and on‑site support.

Required skills

• Windows and macOS operating systems.
• Microsoft Office suite.
• Active Directory, VPN and remote desktop tools.
• ServiceNow and Jira ticketing platforms.
• Hardware troubleshooting (laptops, desktops, printers, POS).
• Basic network troubleshooting.