IT Support Engineer (m/w/d)

Key responsibilities:

• Receive and respond to customer inquiries via multiple communication channels including face to face, ticketing system, call/e-mail with prompt, accurate, and courteous replies.
• Logging and tracking the details of customer requests and problems as tickets.
• Identify the types, categories, severity, and urgency of the ticket.
• Provide technical/non-technical support to customers.
• Provide remote support and/or remote maintenance to the end users.
• Control and follow up customer tickets to comply with customer's Service Level Agreement.
• Act as a further escalation point for unresolved or escalated calls within the IT team
• Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
• Escalate the ticket to the correct team/supervisor to ensure that SLA’s are met
• Maintain and/or Update customer information in the Service Desk System.
• Participate and assist in driving knowledge management process.
• Others as assigned by Project Manager/Team Lead
• Act as cover and be prepared to learn to support the businesses warehouse system

Your Profile:

The ideal candidate for this position will have minimum of 2 years of experience performing a support role. They will posses strong troubleshooting skills and be customer focussed. A desire to learn and own issues to resolution is key.

Key skills are as follows:

• Experience in Windows 10/11 Administration & Support
• 1st /2nd Line Support; Active Directory Administration, new user creation (User Accounts, O365 Mailboxes)
• Networking knowledge covering patching, switches, competent understanding of LAN’s and Wi-Fi
• Fluency in German and English
• Strong communication and customer service skills
• Ability to quickly learn new applications and technologies
• Ability to install, configure, upgrade and relocate PC hardware, software and print devices.
• Strong troubleshooting skills
• Cable management / desk setup
• Desire to learn and own issues to resolution
• Strong troubleshooting and problem-solving skills for MS Windows platforms.
• Microsoft Office 365 experience
• iOS/Mac OSX knowledge desirable
• Basic Administration of O365, Server and MDM/Intune technologies.
• Any Microsoft/ITIL qualifications would be an advantage

An exciting and varied challenge awaits you in a dynamic company. Your workplace in Nänikon near Uster has excellent public transportation connections, and we are happy to offer you a parking space if needed. Our progressive employment conditions in a future-oriented and vibrant environment, as well as an open corporate culture shaped by our values, characterize this position.

Only direct applications will be considered.