Job Description
Support & Service Delivery
* 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 Grenchen/La-Chaux-de-Fonds.
* 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.
Request & Incident Management
* Act as the initial point of contact for end users seeking services or technical assistance via tickets, emails, 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.
* Escalate unresolved requests or incidents to appropriate technical resources (2nd/3rd level support, third parties) or application teams (eg, SAP and sales applications).
* Communicate any feedback or suggestions from end users to the relevant internal team.
Device & Account Management
* Install and configure End User Computing devices and software (including laptops, desktops, iPads, iPhones, and phones).
* Create and modify accounts for new and existing employees.
Infrastructure & Troubleshooting
* Perform first-level Digital & Technology 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.
* Determines the optimal solution based on the issue and details provided by end users.
* Guide users through the problem-solving process.
Requirements
* 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.
* Strong communication skills.
* Customer-oriented approach and composed demeanor.
* Possession of a driving license.
* Professional English, German, and French mandatory.
Work Experience:
* 3-5 years of work in a similar position.
* Including 0-3 years Retail/Luxury industry.
Education:
* IT Technician or Federal Certificate of Capacity (CFC) in IT area.
* Additionally, Industry certifications (Microsoft, Apple, etc…) really appreciated.