Description

As a Technical Support Analyst, you will provide top-notch technical assistance to users, troubleshoot various IT issues, and ensure smooth operations through effective communication and documentation. This role involves both independent research and collaboration with technical teams to enhance support processes.

Requirements

• •Fluency in English and German
• •4th level vocational qualification in IT or high school diploma and 4+ years of relevant experience
• •2+ years of IT Service Desk or call center experience
• •2+ years of experience using and troubleshooting Outlook
• •2+ years of Incident Management experience
• •2+ years of experience with Microsoft-based operating systems
• •2+ years of experience troubleshooting MacOS and iOS devices
• •1+ year of experience with OKTA end-user administration
• •Professional working knowledge of active directory
• •Strong grasp of basic security principles
• •Legal authorization to work without sponsorship
• •CompTIA A+ certification or other recognized IT support qualifications
• •Experience using ServiceNow for IT Service Management
• •Experience supporting remote employees
• •Experience in healthcare or biotechnology
• •ITIL/HDI training and certification
• •Microsoft SCCM and Windows 10 expertise
• •JAMF Apple Device Management expertise
• •Superior technical communication skills
• •Experience in molecular biology, genomics, translational science, or personalized medicine
• •Fluency in another European language (B2 or above) – French, Italian, or Polish preferred

Tasks

• •Provide technical support with a focus on customer service
• •Troubleshoot IT-related problems for onsite and remote users
• •Document troubleshooting steps and resolutions in ServiceNow
• •Manage ticket queues effectively using ServiceNow
• •Perform complex troubleshooting and participate in root cause analysis
• •Research independently to resolve issues using internal knowledge bases
• •Maintain accurate documentation and manage knowledge base articles
• •Contribute to improving existing IT support processes
• •Own incidents and communicate progress to users in a timely manner
• •Deliver exceptional customer service and adhere to service management principles
• •Communicate effectively with a focus on customer excellence
• •Demonstrate basic presentation skills in small group settings
• •Prioritize incident response using the ITIL service management framework
• •Work independently with minimal oversight while applying analytical thinking
• •Support and comply with the company’s Quality Management System policies
• •Work nights and/or weekends in exceptional cases as required
• •Utilize mobile devices or computers for approximately 80% of the workday
• •Interact professionally with a diverse range of cultures

Tools & Technologies