IT Service and Network Support Analyst

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.