Global IT Infrastructure Support Analyst

WHO WE ARE

Avolta is the world’s leading travel experience player. With a traveler-centric philosophy and a geographically diverse network, the travel retail and F&B company addresses the needs of up to 2.3 billion passengers each year, with 5,500 outlets in more than 75 countries across six continents. Guided by their Destination 2027 strategy and boosted by their recent combination with travel F&B giant Autogrill, the company is well positioned to realize their ambition to create a Travel Experience Revolution through their many locations at airports, motorways, cruise lines, seaports and railway stations amongst others.

PURPOSE OF THE ROLE

The purpose of this role is to provide support to problems and issues of all users of the Basel HQ, while assisting and reporting directly to the IT Infrastructure Onsite Manager. Using technical, service management and interpersonal skills to provide support services to all employees located at Dufry’s Headquarters, including VIP, Executive and Board members users. The IT Infrastructure Onsite support Analyst is also responsible for the IT infrastructure deployed in the Headquarters building (Network, Printers, IT Assets).

RESPONSIBILITIES

End-User Support and Troubleshooting

• Provides Level 1 and Level 2 desk-side and remote support to Basel HQ, external partners, and visitors
• Sets up, troubleshoots, and resolves issues with devices such as laptops, mobile devices, printers, meeting room equipment, and network/Wi-Fi connectivity
• Organizes and prepares equipment’s and profiles for new joiners and leavers
• Escalates unresolved issues to next-level resources and ensure clear communication with the team, users, and the Global Service Desk

IT Infrastructure Management and Administration

• Manages IT stockroom processes, procure and track IT assets, and ensure hardware/software requests are fulfilled
• Performs regular tests and maintenance on the IT infrastructure, including networks, printers, and meeting rooms
• Creates and maintains documentation of IT infrastructure, SOPs, workflows, and other operational processes

Service Excellence and Process Improvement

• Meets service level agreements (SLAs) by prioritizing, investigating, and resolving incidents efficiently
• Builds strong relationships with stakeholders through effective communication and proactive problem-solving
• Participates in shift planning to ensure coverage of service hours (8:00–18:30) and handle administrative tasks such as lifecycle management

WHAT WE ARE LOOKING FOR

• Must have a Bachelor’s Degree in computer science or any other relevant degree, having a certification in Microsoft Technologies, ITIL Foundation would be preferred
• A minimum of three years of experience in Operating Systems support, end-user device troubleshooting and/or support a 1st or 2nd level technology support role
• Having ServiceNow or ticketing tools experience is ideal
• Windows 11 and 10 in a Managed Environment, iOS, Android configuration and mobile device enrollment experience
• Working knowledge of Active Directory & End Device management tools
• Extensive experience in Microsoft product management and administration with working knowledge of Intune or device management tools, Microsoft Admin center, Entra, Office 365, Azure accounts
• Must have general hardware and networking knowledge TCP/IP, DNS, DHCP
• Having a hands-on maintenance experience with Network Devices, Routers, Cisco switches, Meraki, Wireless access points, Network configurations, Cable patching, Socket and cable management is a must
• Having a working experience with Videoconferencing systems and tools such as Polycom devices and MS Teams Meeting Rooms would be ideal
• Having prior experience in handling Printers (Xerox), print server’s configuration and maintenance, Follow Me Printing would be ideal
• Must have full professional proficiency level of communication in the English; both verbal and in written
• Must be passionate about making improvements and finding the best way forward with a hands-on pragmatic problem-solver with analytical skills and helping mentality
• Having an excellent customer service skills and experience with providing customer service to Senior Management, VIP, Executive and Board Members users is required
• Must have the ability to manage multiple activities and tasks simultaneously whilst keeping high attention to detail
• Must have a good team player who is able to work independently and in collaboration with diverse and remotely working teams
• Must have a flexible and committed personality used to work in a dynamic onsite environment and under pressure