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Technician Support Specialist

vor 2 Wochen

Zürich, Schweiz Xpert-IT Vollzeit

Your main goals:

  • 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 Switzerland.
  • 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.

Your main tasks:

  • 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 (such as SAP and sales applications).
  • Communicate any feedback or suggestions from end users to the relevant internal team.
  • Install and configure End User Computing devices and software (including laptops, desktops, iPads, iPhones, phones).
  • Create and modify accounts for new and existing employees.
  • Perform first-level Digital & Tech 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.
  • Determine the optimal solution based on the issue and details provided by end users.
  • Guide users through the problem-solving process.

Your profile:

  • 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
  • English
  • German
  • French

Work Experience:

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

Education:

  • IT Technician or Certificat fédéral de capacité (CFC) in IT area
  • Additionally, Industry certifications (Microsoft, Apple, etc…) really appreciated

Don't hesitate to apply

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