Technical Support Analyst

Responsibilities

Essential Duties

Include, but are not limited to, the following:

• Provide technical support with strong emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite/remote users, including, but not limited to, software and hardware such as laptops, desktop computers, mobile phones, and printers.
• Document troubleshooting steps and resolutions in ServiceNow.
• Manage ticket queues effectively using ServiceNow.
• Perform extended or complex troubleshooting and participate in root cause analysis.
• Research independently to resolve issues, including use of internal knowledge bases.
• Maintain accurate and well-organized documentation and manage knowledge base articles to ensure clarity, consistency and accessibility of technical information.
• Contribute input to improve existing IT support processes.
• Own incidents and follow through on behalf of the user, communicate progress in a timely manner, and keep user informed.
• Deliver exceptional customer service for all support and adhere to service management principles.
• Communicate effectively with a strong focus on customer excellence and service delivery.
• Demonstrate basic presentation skills and present confidently in small groups.
• Excellent organizational and time management skills.
• Ability to be able to prioritize incident response (applying the ITIL service management framework).
• Ability to work independently with minimal oversight and apply analytical and critical thinking.
• Support and comply with the company’s Quality Management System policies and procedures.
• Ability to work nights and/or weekends in exceptional cases as and when required.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 80% of a typical working day.
• Ability to work with a diverse range of cultures in a professional manner.
• Regular and reliable attendance at the company’s office location in Trier, Germany.

Qualifications

Minimum Qualifications

• Fluency in English and German languages and ability to communicate in English on technical topics relating to the provision of IT support.
• 4th level vocational qualification in IT; or high school diploma and 4+ years of relevant experience.
• 2+ years of previous IT Service Desk and/or call center experience.
• 2+ years of experience using and troubleshooting Outlook within a network environment (i.e., permissions, calendar sharing, delegation, etc.).
• 2+ years of Incident Management experience, managing business expectations and communications.
• 2+ years of experience working with Microsoft-based operating systems, with emphasis on Windows 11 and the O365 suite of applications.
• 2+ years of experience working with and troubleshooting MacOS and iOS devices.
• 1+ year of experience with OKTA end-user administration or relevant technology.
• Professional working knowledge of active directory, creating user accounts, resetting passwords, creating groups, and security group administration.
• Strong grasp of basic security principles and practices as it pertains to a business environment.
• Legal authorization to work in the country of employment without current or future sponsorship.

Preferred Qualifications

• CompTIA A+ certification and/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, and/or personalized medicine.
• Fluency in another European language (B2 or above per CEFR) – French, Italian and/or Polish preferred.

What We Offer

• to be discussed during the recruitment proces