Job Title
Responsibilities:
* Deliver timely and high-quality end-user support for company-provided computers, applications, and platforms.
* Offer on-site assistance and remote support globally in collaboration with the Support Specialists Squad in Switzerland.
* Ensure prompt and reliable service delivery to end-users when resolving incidents or fulfilling requests.
* Enhance overall end-user satisfaction by providing a consistent customer experience and addressing any challenges or issues promptly.
* Serve as the primary 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 regular updates to end-users regarding status and information, and document events and incident resolutions in the tickets.
* Furnish accurate information to end-users about Digital & Technology (D&T) products or services.
* Escalate unresolved requests or incidents to relevant technical resources or application teams.
* Communicate end-user feedback or suggestions to the appropriate 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 basic 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:
* Previous 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.
* German language proficiency is an asset.
Work Experience:
* A minimum of 3-5 years of work experience in a similar position.
* Including 1-3 years of experience in the Retail / Luxury industry.
Education:
* Bachelor's degree in Computer Science or related field.
* Industry certifications (Microsoft, Apple, etc.) are highly valued.