service technician

vor 4 Wochen

Verwaltungsregion BernMittelland, Schweiz Elco Heating Solutions Vollzeit

Your Responsibilities:

  1. Provide end-user support for company-supported computers, applications, and platforms.
  2. Offer on-site support and global remote support in coordination with the Support Specialists Squad in Switzerland.
  3. Ensure timely and quality service delivery to end users when fulfilling requests or resolving incidents.
  4. Improve overall end-user satisfaction by delivering a consistent customer experience and addressing any challenges or issues promptly.
  5. Act as the initial point of contact for end users seeking services or technical assistance via tickets, emails, Teams, phone calls, or direct interaction.
  6. Process requests and incidents from end users.
  7. Provide follow-up updates to end users regarding status and information, and document events and incident resolutions in the tickets.
  8. Deliver accurate information to end users about Digital & Technology (D&T) products or services.
  9. Escalate unresolved requests or incidents to appropriate technical resources (2nd / 3rd level support, third parties) or application teams (such as SAP and sales applications).
  10. Communicate any feedback or suggestions from end users to the relevant internal team.
  11. Install and configure End User Computing devices and software (including laptops, desktops, iPads, iPhones, phones).
  12. Create and modify accounts for new and existing employees.
  13. Perform first-level Digital & Tech Infrastructure tasks and activities.
  14. Conduct local and remote troubleshooting using diagnostic techniques and relevant questions for hardware, software, network, access issues, and Audio / Video conferencing rooms.
  15. Determine the optimal solution based on the issue and details provided by end users.
  16. Guide users through the problem-solving process.

Your Profile:

  1. Experience as a help desk technician or in an end user support role.
  2. Familiarity with help desk and remote control software.
  3. Understanding of computer systems, mobile devices, office automation products, video conferencing rooms, and other tech products.
  4. Experience with Lenovo laptops / desktops, iPads / iPhones, HP / Sharp / Canon printers, Zebra industrial printers.
  5. Knowledge of Windows 10, 11 Operating Systems, iOS.
  6. Familiarity with Apple Business Manager, inTune, MDM.
  7. Experience with Print Server and File Server permissions operations.
  8. Ability to diagnose and resolve technical issues.
  9. Familiarity with Atlassian products, including Jira Service Management, Confluence, and Jira.
  10. Customer-oriented approach and composed demeanor.
  11. Possession of a driving license.
  12. German is an asset.

Work Experience:

  1. 3-5 years of work in a similar position.
  2. Including 1-3 years in Retail / Luxury industry.

Education:

  1. Additionally, Industry certifications (Microsoft, Apple, etc…) really appreciated.

Don't hesitate to apply

We will only reply to the matching profiles. Thank you for your understanding.

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