End-User Support SpecialistDepartment: TechnologyEmployment Type: Permanent - Full TimeLocation: ZurichDescriptionAs the organiser of some of the biggest and most iconic sport events in the world, we lead the way in the sport and event industry.Join the team and support us on our mission.THE POSITIONThese are your key tasks:As a member of the End User Support team, acting as a single point of contact for all incidents and service Requests for the end-users within the businessBeing the owner and first point of contact for physical, hybrid and virtual meetings, including managing meeting requests, coordinating support to business, organizing and hosting virtual meetings on different platforms not limited to Zoom, MS Teams, etc. as well as proposing and implementing innovative and efficient solutions in this areaProviding on-site and/or remote 1st and 2nd level end-user support, physical covering, on a rotation basis, all FIFA locations in ZürichAnswering VIP hotline calls and support VIPs with special servicesResolving and/or escalating assigned tickets within agreed SLAs. Keeping end users informed on ticket status and progressIdentifying, analysing and solving problems in the area of responsibilityInstalling, configuring, testing, maintaining, monitoring, and troubleshooting all end-user devices, such as laptops, tablets, mobile phones, printersDeploying, testing and troubleshooting software applications and tools, as well as video conference and other audio/video equipmentAssisting and/or coordinating implementation of OS updates, software upgrades or installs, security patches, clean/remove malware as neededSupporting backup and recovery processes and procedures for the computing environmentEnsuring all hardware and software inventories are properly maintainedEnsuring end-users are notified and updated at all times as to the status of issues, outages etc. affecting the user communityPerforming creation, modification and deletion of user accounts and groups on various systems and platformsPerform network troubleshooting on end user devices including connectivity issues and configurationUndertake asset management related tasks for end-user devicesManaging access permissions on various systems and platformsPerforming periodic monitoring and reporting tasksPerforming user onboarding and continuous training on end user supported toolContributing to the knowledge management process by creating relevant guidelines, procedures etc.On request, traveling to event and tournaments locations to provide end-user support Providing on-call support on a rotation basisYOUR PROFILEWe work hard at FIFA.We are dedicated, ambitious and innovative.And we respect our values. Always.For all roles, we seek talented people with an entrepreneurial spirit and a global mindset.The specific competencies we require for this position are:Knowledge of industry standard service desk processes and proceduresITIL Foundation certification preferredBA in Computer Science or Information Technology is preferredMicrosoft 365 Fundamentals certification is an advantageMinimum 5 years of IT experience, preferably in a similar support role Experience in providing support to senior management and VIPsAbility to communicate in an effective and positive mannerProactive in identifying issues and providing solutionSense of ownership, accountability, and prioritizationQuick learning skills with information retention and a good technical aptitude/abilityAt ease at working in a team-oriented, collaborative environmentExcellent verbal and written communication skills Excellent customer service skills including effective listening, patience, empathy and diplomacyWilling to travel globally (up to 30%)Willing to provide on-call support on a rotation basis PERKS & BENEFITSThe biggest benefit of a career at FIFA is the privilege to work for the beautiful game and create something that matters.Alongside that privilege, we also offer some extra perks and benefits:Health and fitness: Regular football sessions for all abilities, plus on-site gym.Home office: Up to two days of home office per week if work permits and home office allowance for all.Language courses: Offered to all staff to aid personal and professional growth.Continuous learning: We care about your development and encourage internal mobility, offering a variety of training and education to help achieve it.Pension: Flexible pension benefits with generous employer contributions.Relocation assistance: A dedicated team will be on hand to support your relocation.Sustainability: We support all employees using public transport.Vacation: Maintain a healthy work/life balance with a generous vacation allowance.Volunteering: Make an impact beyond your regular role and bond with colleagues by volunteering with one of our partners.#Jointheteam jid6b2b436a jit0208a