IT Service and Network Support Analyst Eberbach, Germany 100% Onsite Must-Have (Ideally it should not be more than 3-5) • B2 German Proficient • Provide onsite support for network devices, including switches (Cisco, Aruba, HPE, Juniper) and Wi-Fi (Aruba, Cisco). • Perform basic configuration, port patching, and troubleshooting of network devices. • Monitor network performance and respond to alerts. • Maintain network documentation and asset inventory. • Handle IP address assignments and DNS/DHCP-related queries. • Coordinate with L2/L3 teams for escalated network issues. • Provide direct technical support to end-users for hardware, software, and network issues. • Analyze system requirements and business processes to assist in the design and implementation of IT solutions. • Install, configure, and maintain IT equipment and software. • Troubleshoot and resolve technical problems, escalating complex issues as needed. • Maintain records of issues and resolutions for process improvement. • Manage IT procurement and coordinate with local vendors for services (e.g., network cabling, copier support, eWaste). • Support basic hardware issues (NIC problems, cable faults) and replace/rebuild hardware components as needed. • Provide support for VPN and remote access issues. • Document and resolve service requests via ticketing systems (e.g., ServiceNow). • Ensure IT tickets are updated and resolved within defined SLAs. • Provide general site application support and troubleshooting. • On-call 24x7 for emergencies and special projects. Good-to-Have • Strong foundation in IT principles, including hardware, software, networks, and security. • Basic understanding of networking protocols (TCP/IP, VLANs, STP). • Familiarity with hands on implementation of Cisco and Aruba switch & Wi-Fi hardware. • Analytical and problem-solving skills, including root cause analysis. • Effective verbal and written communication skills. • Customer service orientation with a focus on high-quality service delivery. • Experience with ticketing tools (e.g., ServiceNow). • Adaptability and flexibility to evolving technologies and processes. • Knowledge of ITIL and IT service delivery frameworks. Responsibility of / Expectations from the Role 1. • Provide onsite support for network devices, including switches (Cisco, Aruba, HPE, Juniper) and Wi-Fi (Aruba, Cisco). • Perform basic configuration, port patching, and troubleshooting of network devices. • Monitor network performance and respond to alerts. • Maintain network documentation and asset inventory. • Handle IP address assignments and DNS/DHCP-related queries. • Coordinate with L2/L3 teams for escalated network issues. • Provide direct technical support to end-users for hardware, software, and network issues. • Analyze system requirements and business processes to assist in the design and implementation of IT solutions. • Install, configure, and maintain IT equipment and software. • Troubleshoot and resolve technical problems, escalating complex issues as needed. • Maintain records of issues and resolutions for process improvement. • Manage IT procurement and coordinate with local vendors for services (e.g., network cabling, copier support, eWaste). • Support basic hardware issues (NIC problems, cable faults) and replace/rebuild hardware components as needed. • Provide support for VPN and remote access issues. • Document and resolve service requests via ticketing systems (e.g., ServiceNow). • Ensure IT tickets are updated and resolved within defined SLAs. • Provide general site application support and troubleshooting. • On-call 24x7 for emergencies and special projects.