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 for retail store operations. The role combines remote desktop assistance with on‑site troubleshooting for hardware, software, network and POS systems, ensuring smooth daily operations and high customer satisfaction.

Key responsibilities

• Respond to IT service requests via phone, email and ticketing tools (ServiceNow, Jira).
• Troubleshoot hardware (laptops, desktops, printers, POS) and software (Windows, macOS, Microsoft Office, email systems).
• Manage user accounts, password resets, Active Directory and VPN access.
• Escalate complex issues to Level 2/3 support and document all activities accurately.
• Provide guidance on store procedures, maintain compliance with security policies, and update knowledge‑base articles.

Required profile

• Minimum 1‑2 years of Service Desk experience.
• Fluent in German and proficient in English.
• Ability to work in shifts and handle a high volume of tickets.

Required skills

• Hardware troubleshooting.
• Software troubleshooting.
• Windows and macOS operating systems.
• Microsoft Office suite.
• Active Directory.
• VPN configuration.
• ServiceNow and Jira ticketing tools.
• Remote desktop support.