Senior Analyst - German Speaking

About the role

We are looking for a German‑speaking Senior Analyst to provide first‑line technical support for retail store operations. The role combines remote desktop assistance with on‑site troubleshooting for hardware, software, network and POS systems, ensuring smooth daily activities.

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 platforms.
• Manage user accounts, password resets, Active Directory and VPN access.
• Escalate complex incidents to Level 2/3 support and log all activities accurately.
• Document procedures, maintain knowledge‑base articles and ensure compliance with security policies.

Required profile

• Minimum 1‑2 years of Service Desk experience.
• Fluent in German and proficient in English.
• Ability to work in shifts and provide remote support.

Required skills

• Hardware troubleshooting (laptops, desktops, printers, POS).
• Software troubleshooting (Windows, macOS, Microsoft Office, email systems).
• Active Directory, VPN configuration.
• Ticketing tools such as ServiceNow and Jira.
• Remote desktop support using Windows tools.