Senior Analyst – German & English Windows Support

About the role

We are looking for a Senior Analyst to provide first‑line technical support in both German and English. The role focuses on remote desktop assistance, troubleshooting hardware, software and network issues, and supporting retail store operations.

Key responsibilities

• Respond to IT service requests via phone, email and ticketing systems.
• Troubleshoot hardware (laptops, desktops, printers, POS terminals) and software (Windows, macOS, Microsoft Office, email).
• Manage user accounts, password resets, and access permissions using Active Directory and VPN.
• Escalate complex issues to Level 2/3 support and ensure accurate incident logging.
• Maintain documentation, update the knowledge base and follow security and compliance procedures.
• Provide guidance on store procedures and ensure 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 deliver remote support.
• Customer‑first attitude and attention to detail.

Required skills

• Windows operating system and Remote Desktop tools.
• Active Directory, VPN, and ticketing platforms (ServiceNow, Jira).
• Microsoft Office suite.
• Basic macOS knowledge.
• Hardware troubleshooting (laptops, desktops, printers, POS devices).
• Retail POS and inventory management systems.