OverviewDeskside Support Specialist (FTE) – Zug, SwitzerlandOnsite support role with a 1-year freelance contract (extendable). Band: 2. Type: On-Demand Backfill (as required).Language requirements: English & GermanNote: This is an onsite FTE resource to provide uninterrupted technical support during absences or peak workload periods.ResponsibilitiesImaging and software installation on Windows and Apple laptops/desktops (including IMAC: Installations, Moves, Additions, and Changes).Post-deployment troubleshooting for Windows, Mac, and mobile platforms.Printer setup, break-fix, and installation support.Asset disposal, redeployment, and reclaim.Coordination of hardware shipping and logistics.Data backup and recovery coordination.Support during hardware refresh cycles.Warranty and non-warranty hardware repairs and replacements.Depot and walk-up support services.Spare parts inventory management.Executive/VIP technical support.Audio/Video setup and health checks.Inventory and asset management, including depot operations.Coordination with external vendors for dispatch services.Identification and resolution of software/hardware issues.Management of service requests and incident resolution lifecycle.Asset tagging and registration into the asset management system.New hire onboarding support (hardware provisioning and setup).Weekly inventory reporting and hardware movement tracking.Vendor coordination for hardware repair schedules.Ensure resolutions comply with internal standards and policies.Qualifications3–5 years of hands-on IT support experience.Proficiency with Windows and Mac OS platforms; familiarity with Microsoft Office Suite.Experience imaging and deploying Windows 10 systems.Understanding of basic networking concepts (TCP/IP, Windows Networking, Ethernet).Experience with network printers (e.g., queue setup, server-side management).Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).Strong customer service and interpersonal communication skills.Excellent organizational skills and ability to manage multiple requests.Previous experience in call center/help desk environments preferred. Certifications such as MCP or CompTIA A+ are preferred.Fast learner with a proactive attitude.Strong written and verbal communication abilities.Team-oriented with the ability to work collaboratively.Physically able to lift up to 50 lbs.Must possess a valid driver’s license and own a car (mileage reimbursed per policy).
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