Job Description

Key Responsibilities

First Contact Resolution:

Handle initial user requests for hardware, software, network, and peripheral issues (laptops, printers, email).

Troubleshooting:

Diagnose and resolve common problems, guiding users through step-by-step solutions, often using scripts or documentation.

Ticket Management:

Log, track, prioritize, and update support tickets in a ticketing system for timely resolution.

Escalation:

Identify and escalate complex or recurring issues to appropriate L2/L3 teams or specialists.

Installation & Configuration:

Set up, install, and configure new devices and software for users.

User Training:

Assist users with new software or hardware and company IT policies.

Documentation:

Contribute to knowledge base articles and maintain accurate records.
Essential Skills & Knowledge

Operating Systems:

Strong working knowledge of Windows, macOS, and common office applications (Microsoft Office Suite).

Hardware/Software:

Basic understanding of PCs, peripherals (printers), and network connectivity (Wi-Fi, IP addresses).

Soft Skills:

Excellent communication, active listening, problem-solving, and organizational skills.

Process Adherence:

Ability to follow standard operating procedures and escalate effectively.
Typical Tools

Ticketing Systems (e.g., ServiceNow, Jira) Remote Desktop Tools Microsoft Office Suite
Job Type: Fixed term
Contract length: 12 months

Pay: CHF3'000.00 per year

Work Location: In person