Informations sur le poste

ID du Affaire

ZR_5968_JOB

Domaine

Technicien / Administrateur / Ingénieur / Système / Réseau

Type d’emploi

Full time

État/Province

Zürich

Ville

Zürich

Pays

Switzerland

Code postal

8000

Date ouverte

02/12/2024

Secteur d’activité

Manufacturing

Description du poste

Support & Service Delivery

• 
  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 Grenchen/La-Chaux-de-Fonds.
• 
  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.

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 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 (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 first-level 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 problem-solving process

Profil

• • 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 0-3 years Retail/Luxury industry

Education:

• • 
    IT Technician or Federal Certificate of Capacity (CFC) in IT area
  • Additionally, Industry certifications (Microsoft, Apple, etc…) really appreciated