IT Support Analyst – User Support for Germany & France

About the role

Join the Information Technology & AI department as an IT Support Analyst, providing day‑to‑day assistance to roughly 8,500 internal users across Germany and France. You will be the first point of contact for a diverse user base, ranging from highly technical staff to basic end‑users, helping them stay productive in a fast‑moving industrial environment.

Key responsibilities

• Receive, qualify, investigate and resolve user calls and tickets (incidents and service requests).
• Provide remote assistance and level‑1 support, with occasional level‑2 tasks following best practices.
• Collaborate with L2 and L3 experts for complex cases and ensure proper escalation.
• Document solutions and update the Knowledge Base system.
• Identify critical incidents, contribute to problem management and monitor ticket queues to meet SLA targets.

Required profile

• At least two years of university studies in computer science and three years of professional experience in user‑oriented IT support.
• Strong interest in emerging technologies, including AI.
• Fluency in English, German and French.
• Excellent interpersonal and communication skills, especially under pressure.
• Organizational, analytical and self‑management abilities.

Required skills

• Microsoft Azure cloud services
• VPN and firewall security layers
• Microsoft Intune (MDM)
• Windows operating system
• Microsoft Office suite
• Microsoft Teams
• SAP or similar enterprise applications
• ITIL incident/problem/request management processes
• Knowledge‑Base documentation tools

What we offer

• Personalized onboarding program to ensure a smooth start.
• Access to Hager Group’s Hi University for continuous learning.
• Opportunities for internal career growth within a leading industrial company.