Field Service Analyst

CANDIDATES MUST BE LOCAL TO BERLIN, GERMANY AS THIS IS A 100% ONSITE ROLE!Immediate start date!English and German languages are must!1. Role OverviewWe are seeking a Field Service Analyst based in Berlin to expand production capacity and complement our existing local IT support team. The ideal candidate will provide high-quality, professional end-user support, maintaining operational efficiency and technological continuity across our local infrastructure.2. Key Responsibilities● Technical Support: Deliver hands-on and remote technical support for hardware, software, mobile devices, and telecommunications infrastructure.● Incident Management: Respond to, evaluate, and prioritize incoming assistance requests submitted via telephone, email, and self-service portals.● Ticketing & Escalation: Gather necessary technical data, open official support tickets, and resolve or accurately escalate hardware and software issues to specialized tiers.● User Enablement: Guide and assist end-users through standard software applications, resolving technical roadblocks while ensuring compliance with standard software procedures.● Documentation: Maintain meticulous technical logs of incident details. Author and update knowledge base articles for support procedures and troubleshooting workflows.3. Profile Requirements & Skills● Technical Knowledge: Broad foundational expertise in troubleshooting and diagnosing hardware, software, operating systems, and telecom networks.● Communication: Exceptional interpersonal and communication skills; must be fully capable of translating complex technical issues into clear, easily understood instructions for non-technical users.● Customer Centricity: Strong commitment to customer service and professionalism under pressure.● Analytical Skills: Solid troubleshooting, research, and analytical problem-solvingabilities.● Language & Availability: Fluent in English.