Technicien Support - Zurich
Technicien Support - Zurich
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Salary Not Disclosed
1 Vacancy
Job Description
Support & Service Delivery
Provide enduser support for companysupported computers applications and platforms.
Offer onsite support primarily in Zrich (Townhouse Office) and global remote support in coordination with the Support Specialists Squad in Grenchen/LaChauxdeFonds.
Ensure timely and quality service delivery to end users when fulfilling requests or resolving incidents.
Improve overall enduser satisfaction by delivering a consistent customer experience and addressing any challenges or issues promptly.
Request & Incident Management
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 followup 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 (eg SAP and sales applications).
Communicate any feedback or suggestions from end users to the relevant internal team.
Device & Account Management
Install and configure End User Computing devices and software (including laptops desktops iPads iPhones and phones).
Create and modify accounts for new and existing employees.
Infrastructure & Troubleshooting
Perform firstlevel Digital & Technology 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.
Determines the optimal solution based on the issue and details provided by end users.
Guide users through the problemsolving process
Requirements
- 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
- Customeroriented approach and composed demeanor
- Possession of a driving license
- German andEnglishmandatory
Work Experience:
- 35 years of work in a similar position
- Including 03 years Retail/Luxury industry
Education:
- IT Technician or Federal Certificate of Capacity (CFC) in IT area
- Additionally Industry certifications (Microsoft Apple etc) really appreciated
Employment Type
Full-Time
