1st Level IT Supporter

1st Level IT Supporter

#18514144 | 25 July, 2017
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Location
, Bern, Switzerland
Type of position
Permanent
Required years of experience
2 to 5 years
Required languages
German - Fluent English - Fluent French - Good knowledge
Educational requirements
Required skills
Categories
Support
Description

We are currently looking on behalf of one of our important clients for a 1st Level IT Supporter. The role is a permanent position based in Bern Canton.

 

Your Role:

 

  • Hold responsibility for the smooth running of the 1st level support process.

  • Provide timely & high-quality implementation of inquiries from our customers (Incident / Change Management) via tickets.

  • Accept incidents & requests & subsequently categorize & analyze them.

  • Eliminate problems independently & / or initiate the work required to achieve the solution via level-escalation; ensuring a seamless transition to the 2nd & 3rd level.

  • Maintain direct contact with System Administrators & Engineers with regards to these malfunctions & queries.

  • Ensures a timely & SLA-compliant processing of the tickets by independent and proactive working methods and / or escalation.

  • Handle fault reports, orders & questions from customers.

  • Contribute towards the smooth operation of the Customer Care team.

  • Maintain a strong level of customer-oriented communication.

  • Identify & classify necessary information for problem solution.

  • Complete ticket documentation.

  • Independently analyze, edit & correct system malfunctions.

  • Coordinate employees when processing solutions & ensure periodical notifications to customers & internal units.

  • Independently administrate & problem solve in the areas of Windows OS, Windows Server, RDS, Citrix & VMware.

  • Secure users of Microsoft Office products & Microsoft Navision.

  • Support & consult customer-responsible employees on technical system issues.

  • Periodically update work on customer platforms.

  • Work alternately in rotating shift patterns (Hotline coverage is from 07:00 - 18:00).

 

Your Skills & Experience:

 

  • At least 1 year of experience in IT as a supporter, in particular concerning fault analysis & remediation.

  • Good knowledge in typical IT standard products such as: MS Windows (client & server) MS Office, Hardware & Network Technologies, Citrix, VMware, RDS & Multifunctional Printers.

  • Excellent communication skills, customer & service-oriented & a team player

 

Your Profile:  

 

  • Completed education (EFZ in system engineering or support or comparable training).

  • Creative, flexible, analytical, logical, structured, responsible, reliable & resilient.

  • Ambitious, motivated, dynamic, trustworthy & committed.

  • Independent, able to comprehend quickly & in possession of a high level of initiative.

  • Driving license category B.

  • Fluent German & English, conversational French & able to understand Swiss German.

 

If you wish to apply, please send us your resume in Word format with some references.

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