Responsibilities include supporting and assisting end users, receiving escalations from Level 1 teams, and collaborating with other IT support groups and external vendors to resolve Level 2 issues. The role also involves installing and supporting end-user devices, related software, and other local infrastructure components. Key tasks include identifying, diagnosing, and resolving Level 2 issues impacting company-provided hardware and software. Incident and request management is handled in the ticketing system by defined SLAs, with additional support provided for I service management activities. Finally, responsibilities include administering user and computer objects in Active Directory and managing infrastructure using relevant tools.

• At least 3 years of working as field service supporter (Level 2) for a larger end user workplace environment (client operating system and management tools)
• Experience Google Suite and Microsoft Office
• Knowledge of managing local networking (LAN/WiFi) or Microsoft server environments is an advantage
• Experience working within an ITIL framework and ITSM tool (ServiceNow)
• Strong Informatics educational background
• Strong customer (incl. VIP's) orientation
• Good communication skills and fluency in written and spoken English is a must, knowledge of German and French is an advantage