Bilingual Onsite IT Support Specialist (German/English)

Slipstream Life Sciences; Zug; Vor Ort; CHF 90.000 - 120.000; Vollzeit

Zusammenfassung

Slipstream IT in Zug, Switzerland, seeks a bilingual IT Support Specialist fluent in German and English to deliver high-quality service to our pharma and biotech clients. You will handle incidents, document issues, and adhere to ticketing processes while maintaining security standards.

Responsibilities include proactive problem solving, applying ITIL concepts, and occasional on-call work to ensure rapid resolutions and dependable support across our managed solutions.

Qualifikationen

• Professional fluency in both German and English, written and verbal, is a must.

Aufgaben

• Anticipate and/or escape issues proactively to ensure quick response/resolution times
• Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
• Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
• Focus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks
• Demonstrate advanced knowledge of ITIL concepts
• Retrieve passwords from password tool
• Ensure compliance with Synoptek’s document security standards and policies
• Remain quality conscious via phone and email with both technical and non-technical customers
• Write formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team
• Manage audience expectations by specifying actions and their expected timeline
• Ensure compliance with the client’s code of business ethics, standards, and policies
• Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
• Evaluate issues to determine the problem and identify the source and possible solutions using critical thinking skills
• Draw connections between various aspects of a problem, and propose viable solutions that have been tested
• Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
• After solving an issue, review the troubleshooting to achieve more efficiency in the future
• Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in issue resolution and increase efficiency
• This position may require on call work and/or the need to work off hours

Kenntnisse

German language

English language

ITIL knowledge

Customer support

Proactive problem solving

On-call availability

Ticketing system

Password management tool

Tools

Ticketing system

Password management tool

Jobbeschreibung

Slipstream IT in Zug, Switzerland, seeks a bilingual IT Support Specialist fluent in German and English to deliver high-quality service to our pharma and biotech clients. You will handle incidents, document issues, and adhere to ticketing processes while maintaining security standards.

Responsibilities include proactive problem solving, applying ITIL concepts, and occasional on-call work to ensure rapid resolutions and dependable support across our managed solutions.