Modern workplace support specialist

Ph3About ELCA Cloud Services /h3pELCA Cloud Services is the cloud specialist within ELCA Group. We support Swiss-based companies in their digital transformation journey by providing reliable, secure and high-quality managed services. /ppAs part of our Modern Workplace activities, we support our customers in their daily use of Microsoft 365, workplace devices, collaboration tools and business applications. Our goal is to provide smooth and efficient digital workplace experience to end users. /ph3Your role /h3pAs a bModern Workplace Support Specialist /b, you will report to the Workplace Support Team Leader, within the Platform Operations department. You will be the first point of contact for our customers’ users regarding workplace-related incidents and service requests. /ppYou will support users in their daily work, troubleshoot issues, handle requests, document solutions and contribute to the continuous improvement of our support services. /ppThe role is mainly based on remote support activities, with boccasional on-site interventions at various customer locations in Switzerland /b when required. /ppThis role is ideal for someone with strong communication skills, a service-oriented mindset and 2 to 4 years of experience in IT support or Modern Workplace environments. /ppThe position is based in Bern. /ph3In this role, you will /h3ulliHandle workplace-related incidents and service requests. /liliSupport users on Microsoft 365 services such as Outlook, Exchange Online, Teams, SharePoint and OneDrive. /liliManage common user administration tasks such as accounts, groups, licenses, MFA, shared mailboxes and distribution lists. /liliTroubleshoot workplace issues related to Windows, Office applications, VPN, printers, peripherals and business applications. /liliAnalyze application-related issues, for example when an application does not start, access is blocked or the behavior is abnormal. /liliEnsure clear and regular communication with users. /liliQualify, prioritize, document and follow up tickets until resolution or escalation. /liliEscalate issues to the appropriate technical teams with clear context and actions already performed. /liliContribute to the creation and maintenance of internal documentation and knowledge base articles. /liliProactively suggest improvements to increase support quality and user satisfaction. /li /ulh3What you bring /h3ulli2 to 4 years of experience in IT support, Service Desk, or Modern Workplace support. /liliExperience with Outlook, Exchange Online, Teams, SharePoint and OneDrive support. /liliExperience with user account management, access rights, MFA, licenses, shared mailboxes and distribution lists. /liliGood troubleshooting skills on Windows and Office applications. /liliAbility to understand and analyze simple application issues. /liliExperience with a ticketing tool such as GLPI, DeskPro or another ITSM solution. /liliAbility to document your work clearly and accurately. /liliA structured, reliable and service-oriented mindset. /liliStrong communication skills and the ability to interact with end users in a professional way. /liliGood stress management, proactivity and reactivity. /liliWillingness to learn and develop your technical skills. /li /ulh3Nice to have /h3ulliKnowledge of Entra ID / Azure AD. /liliKnowledge of Intune / Endpoint Manager. /liliKnowledge of Exchange Admin Center or Teams Admin Center. /liliKnowledge of Conditional Access. /liliExperience with ManageEngine. /liliITIL knowledge or certification. /liliExperience in a multi-customer or managed services environment. /liliBasic knowledge of application support in a workplace context. /li /ulh3Languages /h3ulliGerman: mandatory /liliFrench: mandatory /liliEnglish: nice to have /li /ulh3What we offer /h3ulliThe opportunity to work in a modern cloud and workplace environment. /liliA role with direct impact on user experience and service quality. /liliExposure to Microsoft 365, Modern Workplace and managed services topics. /liliA collaborative and professional working environment. /liliThe possibility to grow technically and take more responsibilities over time. /liliThe opportunity to contribute to documentation, process improvement and service quality. /liliA dynamic environment with a variety of customer contexts and workplace technologies. /li /ul /p #J-18808-Ljbffr