Technical Support Analyst(German)

Key Responsibilities End-User Support · Handle incoming calls and respond to support emails about product malfunctions (screens, hardware, and content). · Log all issues accurately into ServiceNow and escalate where necessary. · Build and maintain strong relationships with end-users through clear and professional communication. Monitoring & Troubleshooting · Conduct reactive monitoring of error messages and malfunctions. · Perform proactive monitoring when required to prevent outages. · Troubleshoot basic technical issues and provide first-line resolutions. Coordination With Field Services · Work closely with the Field Services team for maintenance, repairs, or hardware swap requirements. · Ensure smooth case handovers and follow up where needed. Record Keeping & CMDB Updates · Update the CMDB (Configuration Management Database) after hardware swaps or replacements. · Ensure all devices and configuration details are accurately captured. Additional Duties · Perform other ad hoc tasks related to the Statement of Work (SOW). · Support continuous improvement by identifying recurring issues. Minimum Requirements · Matric (Grade 12) essential · Clear criminal record · Clear credit check · 12 years experience in a call centre or technical support environment (advantageous) · Basic understanding of hardware troubleshooting and monitoring systems · Experience with ServiceNow or similar ticketing tools (advantageous)