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 / 2ndLine 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
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.
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