AI-Driven IT Workplace Engineer

ELCA Group; Pully; Remote; CHF 110,000 - 140,000; Full time

Benefits offered by this job

AI-enabled work

Protected time for improvement

Swiss company with international teams

Job summary

ELCA Informatique SA in Pully seeks an IT engineer for Corporate IT to keep colleagues productive and to help build tomorrow's AI-enabled IT organisation. You will resolve user requests hands-on and use Claude, LibreChat and internal AI tools to automate, document and improve ways of working.

Your time will be split 80/20 at start (run/improve) and move toward 50/50. The role includes occasional travel to other ELCA offices; you will coach L1 teammates and write user guides, while communicating

Qualifications

• 3–6 years of experience in IT operations, workplace or service desk engineering with real L2 depth.
• Hands-on knowledge of Microsoft 365, Entra ID/AD, Intune and Windows endpoints; macOS is a plus.
• Fluent in French and English; proactive communicator.
• Apprenticeship backgrounds welcome; track record matters.
• Low-code / prompting mindset; experience with AI tools is a plus.

Responsibilities

• Run: handle incidents and requests end to end (ITIL L1/L2) with diagnosis, resolution and escalation only when needed.
• Improve: turn repetitive procedures into automated workflows using low-code tools and AI agents.
• Share: communicate improvements and run demos to promote AI adoption to IT teams and end users.
• Travel occasionally to ELCA offices as needed and support colleagues across locations.
• Maintain and grow a high‑quality knowledge base for self‑service and AI-assisted resolution.

Skills

Microsoft 365

Entra ID/AD

Intune

Windows endpoints

macOS

Education

CFC / HES/ES

Tools

Confluence

GLPI

Jira Service Management

Job description

About the role

At ELCA, Corporate IT ensures that more than a thousand colleagues remain productive every day. We are seeking a professional based in Pully who will both deliver today's IT services and contribute to building tomorrow's AI-enabled IT organisation. The successful candidate will resolve user requests hands-on and will leverage Claude, LibreChat, AI agents and our knowledge base to automate, document and continuously improve our ways of working, starting with their own activities.

Your mission

You are the go-to IT engineer for our Pully office and a driver of automation inside the Corporate IT team. Your time is deliberately split between running and improving the service:

• At start: ~80% run / 20% improve
• Target: 50 / 50. Every procedure you automate frees time for the next improvement. Your own progress shows up in this ratio.

What you will do

Run: keep colleagues productive

• Handle incidents and service requests end to end (ITIL L1 + L2 scope): first contact, diagnosis, resolution and escalation only when needed
• Look after the Pully office on site: onboarding/offboarding, laptops, peripherals, meeting rooms, printing, local network and Wi-Fi issues
• Administer the workplace stack: Microsoft 365, Entra ID / Active Directory, Intune, Defender, Windows and macOS endpoints
• Work in our ticketing and knowledge tools and keep tickets clean and documented
• Support colleagues in other ELCA offices (Geneva, Zurich and others) when needed, and travel to them occasionally

Improve: automate and augment

• Turn repetitive procedures into automated workflows using low-code tools (e.g. Power Automate), AI agents and LibreChat assistants
• Use Claude and internal AI tools every day to diagnose faster, draft answers, write procedures and analyse ticket trends
• Build and maintain a high-quality IT knowledge base, written for both humans and AI agents (self-service, assisted resolution)
• Spot recurring incidents, measure them, and propose and deliver fixes at the root cause
• Share what works: coach the rest of the L1 team on AI usage and automation and help raise the team's maturity

Share: promote knowledge and AI adoption

• Proactively communicate improvements, new procedures and new AI capabilities to the IT team and to end users, without waiting to be asked
• Run short demos, lunch-and-learn sessions or show-and-tell sessions on new AI tooling (Claude, LibreChat, agents) and on the automations delivered
• Publish regular updates (e.g. Teams posts, newsletter contributions, tips of the week) on what was automated, what was learned, and how colleagues can benefit from it
• Write user-facing guides and how-tos that help colleagues adopt AI tools safely and in line with ELCA's AI policy
• Act as an AI champion within Corporate IT: collect feedback and use cases from users, and feed them back into the improvement backlog

What we offer

• A role where AI is part of the job, not a side project, with access to Claude, LibreChat and internal agents from day one
• Protected time for improvement work, with a clear path from 80/20 to 50/50
• A Swiss IT company with a wide range of technologies and international teams

Your Profile

• 3-6 years of experience in IT operations, workplace or service desk engineering with real L2 depth
• Hands-on knowledge of Microsoft 365, Entra ID/AD, Intune and Windows endpoints. macOS is a plus.
• Capacity to learn rapidly and integrate new technologies.
• Fluent AI user: you already use Claude, ChatGPT or similar daily to work faster. Bring examples of things you built or automated with it
• A low-code / prompting mindset: Power Automate, building AI assistants or agents, structured prompts, knowledge bases. Basic scripting (PowerShell) is welcome but not required
• ITIL-minded: incident, request, problem and knowledge management
• Writes clear documentation and procedures
• Proactive communicator: enjoys sharing knowledge, presenting to small groups and promoting new tools and practices to technical and non-technical audiences
• French and English fluent (written and spoken)
• Customer-oriented, calm under pressure, and able to explain tech to non-tech colleagues
• CFC, HES/ES degree, or equivalent experience. Apprenticeship backgrounds are welcome. Your experience and track record is important to us

Nice-to-have

• ITIL 4 Foundation, Microsoft certifications (MD-102, MS-900, etc.)
• Experience with MCP, RAG or knowledge-base platforms (Confluence) and ticketing tools (GLPI, Jira Service Management)
• Basic networking (VLAN, Wi-Fi 802.1x, VPN) and security awareness

For this role we are searching for someone who will work in Pully (on site), with occasional travel to other ELCA offices.