Software Support Analyst

Jobtailor; Deutschland; Vor Ort; EUR 36.000 - 48.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an IT Support professional in Germany to provide frontline technical assistance for OS, hardware, and enterprise applications within a mortgage industry context. You will manage helpdesk tickets, assist with onboarding/offboarding, and support SaaS platforms such as Microsoft 365 while using remote tools for offsite staff.

Hybrid work environment with on-site and cloud-based infrastructure experience is preferred.

Qualifikationen

• 3-5 years of mortgage industry experience and/or with Encompass or other loan origination software.
• Strong working knowledge of Windows operating systems (desktop and server).
• Experience in hybrid on-premises and cloud-based infrastructure.
• Basic Active Directory and Azure AD (Entra ID) skills: provisioning, password resets, and group management.
• Understanding of Microsoft Azure; familiarity with Intune device management and compliance policies.
• Hands-on hardware troubleshooting experience.
• Working knowledge of Microsoft Office 365 apps.
• Understanding of core networking concepts (LAN, WAN, VPN, Wi-Fi).
• Basic knowledge of endpoint protection tools and patch management processes.
• Experience supporting printers and peripheral devices.
• Familiarity with remote support tools and techniques.
• Exposure to IT service management/ticketing systems (ServiceNow, Zendesk, Freshdesk).
• Ability to support SaaS applications and troubleshoot cloud-based identity and access issues.

Aufgaben

• Provide frontline technical support by researching, troubleshooting, and resolving issues related to operating systems, hardware, and enterprise applications
• Perform hardware diagnostics, maintenance, and replacement as needed
• Manage and resolve helpdesk tickets and service requests using the organization's ticketing system (e.g., JitBit), ensuring adherence to SLAs
• Escalate unresolved or complex issues to appropriate internal teams in a timely manner
• Support onboarding and offboarding processes, including account setup, equipment provisioning, and access management
• Provide support for printers, peripherals, and other end-user technologies
• Assist users with Microsoft 365 applications and other business-critical SaaS platforms
• Utilize remote support tools to assist offsite or remote employees
• Document troubleshooting steps, resolutions, and technical procedures in knowledge bases and internal documentation systems
• Contribute to process improvements and maintain high standards of service delivery

Kenntnisse

Windows Operating Systems

Active Directory

Microsoft 365 Applications

IT Service Management

Troubleshooting Hardware Issues

SaaS Application Support

Remote Support Tools

Cloud-Based Infrastructure

Core Networking Concepts

Endpoint Protection Tools

ServiceNow

Zendesk

Freshdesk

Loan Origination Software

Tools

JitBit

ServiceNow

Zendesk

Freshdesk

Microsoft Azure

Intune

Jobbeschreibung

• Provide frontline technical support by researching, troubleshooting, and resolving issues related to operating systems, hardware, and enterprise applications
• Perform hardware diagnostics, maintenance, and replacement as needed
• Manage and resolve helpdesk tickets and service requests using the organization's ticketing system (e.g., JitBit), ensuring adherence to SLAs
• Escalate unresolved or complex issues to appropriate internal teams (e.g., Security, Infrastructure, or Application teams) in a timely manner
• Support onboarding and offboarding processes, including account setup, equipment provisioning, and access management
• Provide support for printers, peripherals, and other end-user technologies
• Assist users with Microsoft 365 applications and other business-critical SaaS platforms
• Utilize remote support tools to assist offsite or remote employees
• Document troubleshooting steps, resolutions, and technical procedures in knowledge bases and internal documentation systems
• Contribute to process improvements and maintain high standards of service delivery

Requirements

• Preference will be given to applicants with 3-5 years of experience in the mortgage industry and/or with Encompass or other loan origination software
• Strong working knowledge of Windows operating systems (desktop and server environments)
• Experience working in hybrid environments (on-premises and cloud-based infrastructure)
• Basic experience with Active Directory and Azure AD (Entra ID), including: user account provisioning, password resets and group management
• Understanding of Microsoft Azure and familiarity with Intune device management and compliance policies
• Hands-on experience troubleshooting hardware issues
• Working knowledge of Microsoft Office 365 applications
• Understanding of core networking concepts (LAN, WAN, VPN, Wi-Fi)
• Basic knowledge of endpoint protection tools and patch management processes
• Experience supporting printers and peripheral devices
• Familiarity with remote support tools and techniques
• Exposure to IT service management/ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk)
• Ability to support SaaS applications and troubleshoot cloud-based identity and access issues

Core Competencies

Demonstrates expertise in providing technical support for operating systems, hardware, and enterprise applications, with a strong focus on troubleshooting and resolving issues efficiently. Proficient in managing helpdesk tickets and supporting SaaS applications while ensuring adherence to service level agreements.

Highest-signal resume keywords

• Windows Operating Systems
• Active Directory
• Microsoft 365 Applications
• IT Service Management
• Troubleshooting Hardware Issues

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Hardware Diagnostics
• User Account Provisioning
• Cloud-Based Infrastructure
• Core Networking Concepts
• Endpoint Protection Tools
• Patch Management Processes
• Remote Support Tools
• SaaS Application Support
• Loan Origination Software

Industry Keywords

• Mortgage Industry
• Onboarding Processes
• Offboarding Processes
• Access Management
• Service Level Agreements

Tools & Technologies

• JitBit
• ServiceNow
• Zendesk
• Freshdesk
• Microsoft Azure
• Intune