Deskside Technician II

Stefanini, Inc; Basel; Vor Ort; CHF 80.000 - 110.000; Vollzeit

Zusammenfassung

Stefanini, Inc. is seeking an experienced onsite IT support professional to join a fast-paced, dynamic environment. The role focuses on delivering a high level of customer service, hands-on technical support, and effective incident resolution at the Basel site.

You will handle support requests via phone, email, and face-to-face, collaborate with third-party resolver groups, and act as an escalation point to ensure timely and professional problem resolution for hardware and software issues.

Qualifikationen

• At least 5 years' experience in onsite IT support.
• ITIL V3 Foundation Certification recommended.
• Advanced MS Office 365 skills.
• Language: local language plus good English.
• Ability to adapt in fast-evolving technology environment.
• Strong interpersonal and communication skills.

Aufgaben

• Provide high-level customer service and hands-on IT support.
• Resolve hardware and software issues on site with resolver groups.
• Install PCs, peripherals and LAN equipment.
• Coordinate with third-party vendors for hardware/software problems.
• Test and document changes to inventory and configuration.
• Provide AV and conference support.
• Assist with security, file access and moves.

Kenntnisse

Customer service

Onsite support

Troubleshooting

Networking

Active Directory

English language

Ausbildung

ITIL V3 Foundation Certification

Tools

Office 365

AD Management

Jobbeschreibung

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.

This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you cant resolve.

Job responsibilities

• Provide support that consistently meets or exceeds Customer expectations
• Identify, analyse, and repair product failures. Order and replace parts as needed
• Support and maintain user account information including rights, security and systems groups
• Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary
• Provide troubleshooting and problem resolution support for all network devices
• Coordinate with third-party vendors to resolve hardware and software problems, as required
• Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue at location/onsite
• Interface with hardware and software vendors for planning and problem resolution
• Interface with manufacturers and third-party vendors for technical assistance
• Execute the installation of PCs, peripherals and LAN-based equipment
• Assist with setting up security, file access and other administrative procedures associated with moves
• Move workstations, peripherals and telecommunications equipment, as required
• Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC's
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC's
• Test completed IMAC's and verify acceptance by end user
• Document changes to inventory use and configuration
• AV and Conference support

Job Requirements

• At least 5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements
• ITIL V3 Foundation Certification (recommended)
• Microsoft Operating System / Office Certification(s) will be an asset
• Advanced MS Office 365 skills
• Able to solve simple hardware issues
• iOS, Android advanced user
• Basic Networking skills
• Knowledge of Active Directory, permissions
• Team Player and Analytical Thinking
• Open and positive personality and ability to manage stress effectively
• Customer oriented (Service awareness) with good interpersonal and communication skills
• Able to adapt in a fast evolving technology environment and ability to learn
• Able to assume day to day responsibilities generating specific deliverables
• Relationship-builder, at ease with people and capable of quickly building trust
• Language skills: Proficiency in local language and a good level of English.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.