Beschreibung
SERVICE DESK TECHNICIAN EMEADuration: 6 months initially
Location: Zug, Switzerland (hybrid)
The Service Desk Technician functions as a key team member in a customer-centric driven environment and provides front-line support for desktop, laptop, and mobile device users. This person will also interact and collaborate with other IT Technicians, infrastructure support personnel, and application support personnel. Consequently, this role requires excellent customer service and good verbal and written communication skills and the ability to work closely with users to resolve their computer related challenges.
Job Duties/Essential Functions:
- Work as part of the Service Desk team to deliver IT services support to end-users
- Primarily focused on assisting end-users with the troubleshooting of various issues or service requests
- Support includes laptop computers (Windows and Mac), mobile devices, 2FA, software installations, SaaS applications (AWS, Azure and O365) and more
- Experience with Windows server (AD, DHCP, DNS) required.
- Escalates issues to various members within IT or other responsible department(s) when necessary
- Provides first and second level support to identify, investigate and resolve user issues and technical problems
- Provides a high level of customer service and communication to end-users while assisting them on issues
- Adhere to Support Center Best Practices to perform daily operations and provide customer support
- Regular and reliable workplace attendance at your assigned location, during your assigned shift
- Other duties as assigned
Required:
- Candidates must speak English fluently, plus 2 of the following languages fluently. German, French, Italian and Spanish
- Candidates must be professional, service-oriented, articulate while providing an exceptional customer-centric experience
- Advanced experience troubleshooting PC desktops/laptops, software, hardware, printers, peripherals, etc.
- Advanced experience supporting Windows10 and Microsoft Office applications
- Experience beyond supporting PCs to include Apple Products
- Basic understanding of Active Directory, group policy and the Windows security model
- 2-5 years' experience delivering end-user support services or equivalent combination of education and experience providing Service Desk support
- Knowledge and experience with basic network topology and troubleshooting
- Strong problem-solving skills and attention to detail
- Ensures incident or request ownership and user satisfaction per Support Center procedures
- Flexibility to quickly adapt and learn new technologies in a fast-paced environment
- Demonstrated ability to handle multiple projects, assignments and to work independently
- Write knowledgebase articles of solutions and "how to" information for users and IT technicians
Recommended:
- Associates degree or equivalent combination of education and work experience related to the above functions
- Certifications such as A+, Network+, MTA, or MCSE preferred
- Experience managing desktops, laptops, and networks within an enterprise environment
- Advanced technical skills with mobile phones, wireless Internet connectivity VPNs, and Apple products is desirable
- Knowledge of ITIL processes
- Experience with ServiceNow preferred
- Should be self-motivated, have the initiative to identify needs and offer solutions
- Ability to communicate effectively and timely
- Excellent interpersonal skills - approachable
- Working technical knowledge of the latest operating systems, network protocols, and standards
- Knowledge of iOS devices preferred
Sthree Switzerland is acting as an Employment Business in relation to this vacancy.