Job Description
* Provide end-user support for company-supported computers, applications, and platforms.
* Offer on-site support primarily in Zürich (Townhouse Office) and global remote support in coordination with the Support Specialists Squad in Switzerland.
* Ensure timely and quality service delivery to end users when fulfilling requests or resolving incidents.
* Improve overall end-user satisfaction by delivering a consistent customer experience and addressing any challenges or issues promptly.
* Act as the initial point of contact for end users seeking services or technical assistance via tickets, Teams, phone calls, or direct interaction.
* Process requests and incidents from end users.
* Provide follow-up updates to end users regarding status and information, and document events and incident resolutions in the tickets.
* Deliver accurate information to end users about Digital & Technology (D&T) products or services.
* Educate end-users on proper usage of devices and software.
* Escalate unresolved requests or incidents to appropriate technical resources (2nd / 3rd level support, third parties) or application teams (such as SAP and sales applications).
* Communicate any feedback or suggestions from end users to the relevant internal team.
* Install and configure End User Computing devices and software (including laptops, desktops, iPads, iPhones, phones).
* Create and modify accounts for new and existing employees.
* Perform first-level Digital & Tech Infrastructure tasks and activities.
* Conduct local and remote troubleshooting using diagnostic techniques and relevant questions for hardware, software, network, access issues, and Audio / Video conferencing rooms.
* Determine the optimal solution based on the issue and details provided by end users.
* Guide users through the problem-solving process.
Your Profile:
* Experience as a help desk technician or in an end user support role
* Familiarity with help desk and remote control software
* Understanding of computer systems, mobile devices, office automation products, video conferencing rooms, and other tech products
* Experience with Lenovo laptops / desktops, iPads / iPhones, HP / Sharp / Canon printers, Zebra industrial printers
* Knowledge of Windows 10, 11 Operating Systems, iOS
* Familiarity with Apple Business Manager, inTune, MDM
* Experience with Print Server and File Server permissions operations
* Ability to diagnose and resolve technical issues
* Familiarity with Atlassian products, including Jira Service Management, Confluence, and Jira
* Customer-oriented approach and composed demeanor
* Possession of a driving license
* Languages: German, French
Work Experience:
* Minimum 3 years of work in a similar position
* Including at least 1 year in Retail / Luxury industry
Education:
* Industry certifications (Microsoft, Apple, etc…) are appreciated