Job content

We are looking for Senior IT Support to strengthen our service-oriented, professional and positive minded team and is eager to support our users globally. Your main responsibilities in this role include:

• Provide first level support, resolve complex technical issues and ensure excellent customer service and proactively contribute to continuous service improvement;
• Drive effective Incident management by accurately categorizing and prioritizing incidents and service requests before dispatching to the appropriate team;
• Manage and update the knowledge base with relevant information and troubleshooting guides;
• Conduct installation, allocation and delivery of endpoint devices such as laptops, desktops and phones;
• Help ensure accurate inventory management of all customer-facing hardware components;
• Exchange intensively and work closely with IT operations, infrastructure and digital workplace teams;
• Escalating incidents or service requests when necessary and following-up on their progress;
• Function as emergency manager to coordinate the immediate handling of high priority incidents;
• Act as communications manager for planned and unplanned outages.

Requirements

• You have proven service and ICT support expertise with a minimum of 5 years of working experience as on-site desk-side support;
• Your profile is one of a broad technical skillset; you will have ideally previously worked mainly in a Microsoft Windows and M365 environment;
• You are committed to service improvement with a high degree of customer focus; your excellent interpersonal skills and professional demeanour in customer-facing interactions facilitate your job on a daily basis;
• You already proved excellent coordination and prioritizing skills with experience in handling incidents and escalations;
• You communicate fluently in English (both written and verbally);
• You are a great team player, with a hands-on mentality and willingness to share knowledge within the team and across teams;
• If you already experienced working in a cross-regional and multi-cultural firm it will help you getting up to speed with us quicker.

Location: Nearby Zurich area, Switzerland (Approx. 35 mins from Zurich HB)