Job description: Act as first point of contact for IT incidents and service requests Troubleshoot issues across Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, etc.) Manage and resolve tickets via ITSM tools; escalate where needed Administer users, access, and permissions in Active Directory and Entra ID Handle onboarding/offboarding (account setup, access, device provisioning) Build, configure, and deploy laptops and endpoints Support devices via Intune / Endpoint Manager Provide L2 support for Teams, Exchange, SharePoint, and OneDrive issues Troubleshoot endpoint, access, and collaboration tool issues Maintain documentation and support processes About the customer: Our client is a globally operating organisation with a lean headquarters in Central Switzerland, supporting complex, time-sensitive operations across multiple regions. The environment is fast-paced, highly collaborative, and driven by performance, where IT plays a critical role in daily business continuity. Requirements: 5+ years experience in IT Support / Service Desk (L1/L2) within Microsoft environments Degree in Information Technology, Computer Science or a related field ITIL certification or working knowledge of ITIL processes Strong knowledge of Windows 10/11 and Microsoft 365 Hands-on experience with Active Directory, Entra ID, and Intune Solid troubleshooting skills across endpoints, access, and collaboration tools Experience with ITSM tools (e.g. ServiceNow, Jira) Experience in basic PowerShell scripting Proactive, reliable, and confident working with business users Fluent in English, and German will be highly beneficial. Based in the Zug / Zurich region (onsite role)