Technical Support Analyst, Germany

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At Exact Sciences were helpingchange how the world prevents detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career an inclusive culture and robust benefits to support your life while youre working to help others.

Position Overview

The Technical Support Analyst is a position requiring both technical and exceptional interpersonal skills. This role will be responsible for responding to operational break / fix scenarios as well as upgrading and maintaining end user devices through regular refresh intervals and projects requiring new equipment. The Technical Support Analyst will work with other technical resources adhere to procedures workflows and tools to provide exceptional support and customer service.

The primary place of work is Trier Germany with extended responsibilities covering business Operations in Munich.

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 companys 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 companys office location in Trier Germany.

Minimum Qualifications

Preferred Qualifications

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Our success relies on the experiences and perspectives of a diverse team and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation please contact us here .

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Required Experience :

IC

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1