* 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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