Technician Support Specialist
Key information
- Publication date:03 December 2024
- Workload:100%
- Contract type:Unlimited employment
- Language:English (Intermediate)
- Place of work:Zurich
We are looking for one of our customers a
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!
*we will only reply to the matching profiles , thank you for your understanding.
