As an IT Support Specialist, you will play a key role in ensuring smooth and efficient technology operations across the organization. Acting as the first point of contact for IT-related issues, you will provide exceptional customer service, resolve technical incidents, and support both onsite and remote users. Your proactive approach will help maintain a reliable IT environment while contributing to continuous improvement in service quality.
Your responsibilities:
Customer Service
* Provide and be the first point of contact for first/second-level IT support via phone, email, and ticketing systems, addressing hardware, software, and network-related issues.
* Log, categorize, and prioritize incidents and service requests; escalate unresolved issues to expert team as needed.
* Diagnose and resolve technical problems related to desktops, laptops, printers, mobile devices, and other IT equipment.
* Maintain accurate records of incidents, requests, and resolutions in the ticketing system; contribute to the creation of KB articles.
* Assist with user account management, including password resets and access permissions.
* Deliver excellent customer service, ensuring all interactions are professional, courteous, and solutions oriented.
* Identify recurring issues and suggest process improvements or preventive measures to enhance IT service quality.
* Provide support on joiner/mover/leaver process including hardware delivery.
* Supporting Onsite/remote AV Technology in the meeting room and collaboration areas.
* Advise and support end user on how to use their workplace system efficiently.
* Ensure that all required hardware is available in stock to prevent equipment shortages.
Your Profile:
* Degree or apprenticeship in IT or equivalent experience in a similar role.
* 2+ years of experience in IT support, service desk operations, or end-user computing, ideally within an international or corporate environment.
* Proficient in Windows OS and macOS environments.
* Experience with hardware and peripheral management (printers, monitors, mobile devices).
* Understanding of Microsoft 365, Active Directory, and ITSM tools (e.g., ServiceNow).
* Excellent problem-solving abilities and a proactive mindset.
* Strong communication and interpersonal skills.
* Customer-oriented, with a commitment to delivering exceptional service.
* Organized and able to manage multiple tasks effectively.
* Fluency in English is required; German and/or French are considered an advantage.
Nice to have:
* Knowledge of Windows OS and macOS configuration, deployment, and lifecycle management.
* Familiarity with network principles (DNS, DHCP, VPN).
* Scripting (e.g., PowerShell).
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology and Customer Service
Industries
Performing Arts and Events Services
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