Desktop Support Technician

Who we are

At Frontiers we are on a mission to make all science open, enabling the research community to develop the solutions we need to live healthy lives on a healthy planet.

Frontiers is the 3rd most-cited and 6th largest research publisher. Powered by custom-built technology, artificial intelligence, and rigorous quality standards, our research articles have been viewed more than 2.1 billion times, reflecting the power of research that is open for all.

Join the publishing revolution.

Follow the links below to learn more about our work.

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What we can offer you

We provide a range of benefits across our locations, including but not limited to:
- We are a remote-first organization and most of our roles are work-from-home- 4 additional wellbeing days in addition to existing annual leave allowance- Access to learning platforms and dedicated learning & development time- A range of wellbeing initiatives, including free online yoga classes and an employee assistance plan- Employees can dedicate three days each year to volunteer

The role
- We have an exciting new opportunity to join the Frontiers IT Services team as a Desktop Support Technician.
- Your primary responsibility will be to ensure the efficient provisioning, installation, configuration, and maintenance of systems, hardware, and software crucial to supporting our internal users. You will play a pivotal role in providing first and second level support, addressing technical issues promptly, and ensuring smooth operations within the organization.
- This role requires strong technical proficiency, problem-solving skills, and a customer-centric approach to effectively meet the needs of our internal users and maintain optimal system performance.
- You will be directly reporting to the Head of IT Services and collaborating extensively with team members in Madrid, Lausanne, London, Beijing and Shanghai.
- As a Desktop Support Technician, you will:
- Provide 1st and 2nd level IT support-
- Configure new laptops and install software-
- Set up other office and conference equipment-
- Ensure security updates are applied to all our systems-
- Complete internal user moves including desk equipment and phones-
- Deliver IT Inductions/Onboarding of new starters-
- Disable expired accounts-
- Manage IT asset inventory and desktop computing hardware lifecycle-
- Grant Access Permissions to users-
- Use and maintain Active Directory data-
- Participate in small IT projects-
- Maintain the IT Services Knowledge Base-
- Assist with IT requirements attached to the onboarding process for new starts-
- Contribute to the achievement of team goals- Knowledge, Skills & Experience that will help you thrive in the role:
- Excellent communication skills in English; verbal and written-
- Experience providing level 1 and 2 technical support and using IT support ticket management system (JSM)-
- Experience and knowledge of installation, configuration and troubleshooting of Windows and MacOS laptops-
- Knowledge and experience of troubleshooting issues in wired and wireless networks-
- Good interpersonal skills, flexibility and customer service focus-
- Highly motivated and driven to deliver results through effective team work-
- Able to meet deadlines and prioritize tasks effectively-
- A keen eye for detail-
- Willingness to learn, grow and share new skills and knowledge with the teamThis role is office based, excluded from our remote working due to business need and nature of the role. Our office is based in Lausanne; it is expected you must be in the office 3/4 days a week with working from home an option for the rest of the week.
- Equal opportunity statement_
- Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination - including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives._