IT Support Engineer

Stimulating. Motivating. Challenging.

Nagravision, a division of the Kudelski Group, is the world leader in the creation and delivery of state-of-the-art technologies to secure the revenues of content owners and service providers for digital television and interactive applications across all network types. Nagra's solutions enable consumers to access content seamlessly over any device through a compelling viewing experience.

Location: Cheseaux, Switzerland

Mission

The IT Site Support engineer/technician is responsible for providing comprehensive local and remote IT support across designated company offices in the EMEA region. This role involves installing, upgrading, and maintaining hardware and software, troubleshooting technical issues, and ensuring seamless IT operations at assigned sites. As a key escalation point for endpoint and related IT incidents, you will collaborate with global IT teams and partners to maintain high service levels and contribute to projects enhancing IT services.

Responsibilities

Key Responsibilities:

• Technical Support:
• Deliver IT support to end users for both MacOS and Windows OS systems across the EMEA region.
• Provide onsite support to remote sites within the region.
• Respond to support requests via ITSM ticketing system (e.g., ServiceNow), chat, email, phone, and walk-ups.
• Troubleshoot and resolve technical issues using root cause analysis and escalate complex problems as needed.
• Site Maintenance and Services:
• Monitor and maintain IT services and infrastructure at assigned sites to ensure high availability.
• Install, configure, and maintain endpoint devices, peripherals, and infrastructure components.
• Perform hardware and software upgrades, installations, and routine maintenance.
• Collaboration and Communication:
• Work closely with EMEA IT support teams and global IT teams to implement IT projects and initiatives.
• Act as a liaison between the organization and vendors or partners regarding site IT services.
• Provide smart hands-on support for remote troubleshooting and advanced technical tasks.
• Administrative Responsibilities:
• Maintain accurate documentation for incidents, service requests, and asset management.
• Assist with ITIL processes, including incident, change, and problem management.
• Manage local spare and stock inventory for IT equipment.

Requirements / Profile

Key Requirements:

• Technical Expertise:
• Professional certifications (e.g., Microsoft, CompTIA, or similar).
• Proficiency in supporting both Windows OS and MacOS systems.
• Hands-on experience with endpoint management, Microsoft 365, and iOS devices managed via Intune.
• Strong knowledge of enterprise networking (TCP/IP, DNS, DHCP, VPN).
• Familiarity with IT asset management and ITSM tools like ServiceNow.
• Experience:
• Minimum of 2 years in IT site support or a similar role.
• Proven ability to troubleshoot and resolve hardware and software issues for diverse devices.
• Familiarity with ITIL-based processes and frameworks.
• Soft Skills:
• Excellent verbal and written communication in English and French (bilingual proficiency required).
• Strong interpersonal and customer service skills.
• Ability to work autonomously, prioritize tasks, and meet deadlines.
• Good-to-Have Skills (Beneficial):

Cybersecurity Awareness:

• Familiarity with endpoint protection tools (e.g., CrowdStrike, Bitdefender) and cybersecurity best practices.

Automation and Scripting:

• Experience with scripting or automation tools (e.g., PowerShell, Python) for efficiency in IT tasks.

Cloud and Collaboration Tools:

• Understanding cloud services (e.g., OneDrive, SharePoint) and collaboration platforms like Microsoft Teams.

Real world Impact:

• Ensures seamless IT operations across the EMEA region by delivering reliable technical support and maintaining robust IT infrastructure.
• Resolves complex technical issues and collaborates with global IT teams to enhance user productivity and ensure business continuity.
• Drives operational efficiency through proactive maintenance, upgrades, and contributions to IT projects, supporting organizational growth in an interconnected world.

Reference: 15192

Publication Date: 08-01-2025