IT Support Analyst – Tier 2

About the role

The IT Support Analyst provides Tier 2 support for facility computer systems, ensuring hardware and peripherals operate optimally. Acting as the regional representative of Bosch's central IT organization, the analyst advocates for end‑users while delivering on‑site technical solutions.

Key responsibilities

• Deliver Tier 2 support for computers, peripherals, and facility IT systems.
• Install, diagnose, maintain, upgrade, and replace hardware to guarantee performance.
• Represent central IT at regional locations and serve as a customer advocate.
• Interface with local management and end users to align IT services with business needs.
• Participate in solution consulting, project work, and business requirement gathering.
• Perform on‑site diagnosis and resolution of moderate PC issues, including corrective hardware actions and off‑site repairs.
• Manage incidents, requests, changes, and assets using corporate tools.
• Respond to calls and emails regarding PC or hardware problems.
• Provide training and support on computer operation and HR‑defined training courses.

Required profile

• Strong technical knowledge of IT client and network hardware.
• Hands‑on troubleshooting experience and ability to read technical manuals.
• Familiarity with Microsoft Office and software distribution systems (MS SCCM).
• Excellent communication skills and ability to present technical concepts in user‑friendly language.
• Team‑oriented mindset with a focus on customer service.
• Capability to analyze complex situations, prioritize tasks, and deliver solutions under pressure.

Required skills

• IT client hardware
• Network hardware
• Microsoft Office
• Microsoft SCCM
• Hardware troubleshooting
• Hardware installation and maintenance
• Asset management tools