Support & Service Delivery

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  Provide end-user support for company-supported computers, applications, and platforms.
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  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.
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  Ensure timely and quality service delivery to end users when fulfilling requests or resolving incidents.
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  Improve overall end-user satisfaction by delivering a consistent customer experience and addressing any challenges or issues promptly.

Request & Incident Management

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  Act as the initial point of contact for end users seeking services or technical assistance via tickets, emails, Teams, phone calls, or direct interaction.
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  Process requests and incidents from end users.
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  Provide follow-up updates to end users regarding status and information, and document events and incident resolutions in the tickets.
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  Deliver accurate information to end users about Digital & Technology (D&T) products or services.
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  Escalate unresolved requests or incidents to appropriate technical resources (2nd/3rd level support, third parties) or application teams (eg, SAP and sales applications).
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  Communicate any feedback or suggestions from end users to the relevant internal team.

Device & Account Management

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  Install and configure End User Computing devices and software (including laptops, desktops, i Pads, i Phones, and phones).
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  Create and modify accounts for new and existing employees.

Infrastructure & Troubleshooting

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  Perform first-level Digital & Technology Infrastructure tasks and activities.
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  Conduct local and remote troubleshooting using diagnostic techniques and relevant questions for hardware, software, network, access issues, and Audio/Video conferencing rooms.
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  Determines the optimal solution based on the issue and details provided by end users.
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  Guide users through the problem-solving process

Profil

• 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, i Pads/i Phones, HP/Sharp/Canon printers, Zebra industrial printers
• Knowledge of Windows 10, 11 Operating Systems, i OS
• Familiarity with Apple Business Manager, in Tune, 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
• English
• German
• French

Work Experience:

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  3-5 years of work in a similar position
• Including 0-3 years Retail/Luxury industry

Education:

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  IT Technician or Federal Certificate of Capacity (CFC) in IT area
• Additionally, Industry certifications (Microsoft, Apple, etc…) really appreciated