Job Description
User Support
* Provide first-line support to PC users (workstation setup, peripherals, account access, printing services, network connectivity, Microsoft Office applications)
* Ensure telephony and front-desk duties according to Service Desk opening hours 7:30-18:00
* Deliver clear instructions and communicate effectively with non-technical users
Incident & Request Management
* Perform initial troubleshooting and provide timely solutions
* Escalate incidents when necessary and follow up until resolution
* Classify, process and document all requests and incidents in the ticketing system (ideally Jira Ticketing System ) with accurate and complete information
* Ensure regular updates to users, maintaining transparency and communication at all stages
Knowledge & Asset Management
* Contribute to the maintenance and improvement of the knowledge base with clear, structured and practical solutions(Confluence Eureka)
* Record hardware movements (delivery/return of laptops, phones, peripherals) and keep asset information up to date
* Support onboarding and offboarding processes for new employees
Qualifications
Technical Requirements
* Minimum of 2 years of verifiable experience in a Service Desk or IT Support role
* Proven ability to independently open, manage and close tickets using a standard ITSM/ticketing system
* Solid knowledge of Windows 10/11 administration and troubleshooting
* Basic understanding of computer networks (VPN, Wi-Fi, connectivity troubleshooting)
* Hands-on experience with Active Directory / Entra ID
* Strong familiarity with Microsoft 365 (Outlook, OneDrive, Teams) including installation and basic administration
* Good documentation skills for recording activities, solutions and updates
Required (at least one):
* CompTIA A+
* Microsoft Certified: MD-100 / MD-102 (Windows Client)
* Swiss Federal VET Diploma in IT (CFC/EFZ) or equivalent recognized qualification
preferred:
* ITIL Foundation Certificate (understanding of Incident & Request Management)
* CompTIA Network+ (basic networking knowledge)
* Microsoft 365 Certified: Fundamentals (MS-900)
Soft Skills & Personal Qualities
* Strong sense of service and professional work ethic
* Excellent communication skills and ability to provide clear explanations
* Team-oriented mindset combined with autonomy and accountability
* Attention to detail and ability to follow procedures
* Willingness to learn and adapt in a dynamic environment
Languages
* Fluent in German and English (mandatory)
* Basic knowledge of French is required for understanding common support requests and interacting with French-speaking collaborators
* Additional French proficiency is considered an advantage