Analyst, Service Management (Tech Support)

Raymond James Capital Markets and Advisory is seeking an Analyst Service Management (Tech Support) for our Munich Office. This position will provide remote support to our other European offices.

The candidate must have excellent communication skills and enjoy interacting with senior‑level executives. The role requires advanced PC knowledge, exceptional customer service, detail orientation, and a strong work ethic with the team in mind. The candidate should apply experience and techniques to meet complex job requirements while exercising judgement in accordance with defined policies, procedures, and practices.

Essential Duties and Responsibilities

• Install, troubleshoot, and resolve escalated incidents on a wide variety of financial and proprietary software via telephone, collaboration tools, and/or on‑site support.
• Provide solutions to complex problem resolutions to the support team.
• Assist in testing and installing corporate standard images.
• Monitor the call tracking system Service‑Now for new incidents, change requests, and tasks.
• Communicate technical information to others.
• Stay abreast of and comply with company and department policies and procedures.
• Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
• Stay abreast of technology developments, identify potential impacts on the existing technology environment, and distribute information to appropriate entities.
• Identify trends in problem reports, research, and provide our clients with best‑practice recommendations.
• Perform other duties and responsibilities as assigned, including occasional out‑of‑hours work on weekdays or Saturdays.

Experience

• Ideally one (1) to three (3) years of experience in a help desk or other technical support environment is preferred.
• Supporting a trading and banking environment within the financial services sector is a plus.
• Providing white‑glove service in a fast‑paced environment.

Skilled in

• Excellent command of both German (native level) and English is essential.
• Diagnosing and solving computer hardware, software, data communications and network incidents.
• Analyzing, identifying and understanding issues, problems, and opportunities, comparing data from various sources to draw conclusions.
• Managing multiple tasks to meet department objectives.
• Incident Management, Request Management within the Service‑Now platform and PowerShell experience are a plus.

Ability to

• Handle stressful situations and provide a high level of customer service in a calm and professional manner.
• Establish and maintain effective working relationships.
• Apply critical thinking to quickly ascertain the true nature of problems and clearly communicate resolutions.
• Work well and support others in a team approach to problem‑solving as well as work independently when required.
• Manage multiple tasks with changing priorities to meet deadlines in a fast‑paced environment.
• Research and acquire knowledge of developing IT trends and emerging technologies.
• Pay close attention to detail, sufficient to complete tasks accurately and efficiently.
• Provide a high level of customer service and maintain a positive attitude at all times.
• Apply server administration and maintenance functions.
• Motivate others to use proper operational procedures.

Travel Required

• Travel to our offices in Frankfurt and Paris will also be required.

Seniority level: Associate

Employment type: Full‑time

Job function: Information Technology

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