Technical Support Analyst Job at Exact Sciences (Trier)

Technical Support Analyst

Exact Sciences

Location:
Germany , Trier

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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

Requirements:

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

Nice to have:

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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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