Desktop Support Technician

Total IT Global; Schlieren; Sur place; CHF 65 000 - 95 000; Plein temps

Résumé du poste

Total IT Global is seeking an IT Support Specialist to deliver deskside and field support across customer sites in Zürich. You will handle VIP incidents, guide junior teammates, and perform IMAC tasks including imaging and deployments on Windows and macOS environments.

The role emphasizes strong customer service, multi-site coordination, and effective collaboration with remote teams. You will work within a structured ITIL/ITSM framework and ensure documentation quality.

Qualifications

• 2–5 years of deskside/field or end‑user support experience.
• Strong Windows OS & Office knowledge.
• Advanced macOS and iOS administration and imaging experience.
• Experience with endpoint deployment and device management.
• Excellent customer service and communication skills.

Responsabilités

• Provide field support across one or more customer sites.
• VIP/executive support and manage high‑priority incidents.
• Coordinate field support activities and guide junior team members.
• Perform IMAC activities including workstation installations and upgrades.
• Diagnose and resolve hardware/software issues; provide deskside support.
• Troubleshoot Windows and macOS environments and common business applications.
• Image and deploy systems using standard client image and deployment processes.
• Support mobile devices and endpoint management requirements.
• Maintain accurate incident and change documentation.

Connaissances

End-user support

Windows OS

Microsoft Office

macOS/iOS administration

Endpoint deployment

Mobile device support

Networking basics

Documentation & knowledge transfer

Outils

Imaging tools

Endpoint management tools

Description du poste

At Total IT Global, we elevate your digital journey with cutting-edge innovation, to achieve your vision of ‘the enterprise of the future’. We have a comprehensive portfolio of hardware and managed IT services for digital workplaces and data centres. We partner with high-growth enterprises to guide them through complex digital transformations with a consultative approach, offering customized solutions and services for all their business needs, across the entire IT asset life cycle.

Constant innovation and service excellence continue to position Total IT Global as a Digital Experience Enabler at the leading edge of innovation.

Role Overview

Key Responsibilities

• Provide field support operations across one or more customer sites, ensuring consistent and effective IT service delivery.
• Provide VIP/executive support and manage high-priority incidents with a strong focus on customer experience.
• Support and coordinate field support team activities, including providing technical guidance and assistance to junior team members.
• Perform Install, Move, Add, Change (IMAC) activities, including workstation and peripheral installations, relocations, upgrades, and configuration changes.
• Diagnose and resolve break-fix hardware and software issues and provide deskside/end-user support as required.
• Troubleshoot and support Microsoft Windows operating systems, Microsoft Office, and common business applications.
• Stage, build, configure, and image systems using the organization's standard client image (eCore) and established deployment processes.
• Provide advanced support for macOS and iOS environments, including device administration, configuration, troubleshooting, imaging, and endpoint deployment.
• Support mobile devices and associated endpoint management requirements.
• Assist with the management and deployment of policies, user certificates, and keychains where required.
• Provide support for manufacturing/shop‑floor technology, including handheld devices, laptops, barcode scanners, and related equipment.
• Execute special projects and customer‑requested technical initiatives in accordance with defined requirements and timelines.
• Perform data collection and preservation activities associated with system migrations, investigations, and/or eDiscovery requirements.
• Provide technical training, knowledge transfer, and mentoring to junior IT support personnel.
• Collaborate with remote infrastructure, network, security and other technical teams to resolve complex incidents.
• Maintain accurate documentation of incidents, changes, configurations, and support activities in accordance with customer processes.
• Follow established IT service management, security, compliance, and operational procedures.
• Ensure a professional, customer‑focused experience while working with end users, business stakeholders, and technical teams.

Required Qualifications & Skills

• 2–5 years of experience in deskside, field, or end‑user support services.
• Strong knowledge and hands‑on experience supporting Microsoft Windows operating systems.
• Strong working knowledge of Microsoft Office and common business applications.
• Advanced knowledge of macOS and iOS environments, including administration and troubleshooting.
• Advanced understanding of macOS imaging and endpoint deployment processes.
• Advanced knowledge of mobile device support and troubleshooting.
• Basic understanding of networking, telecommunications, compute, and storage technologies.
• Basic understanding of security policies, user certificates, keychains, and their management/deployment.
• Experience with system imaging, hardware deployment, software installation, and endpoint configuration.
• Experience supporting a variety of desktops, laptops, mobile devices, peripherals, and related IT equipment.

Professional Skills

• Strong verbal and written communication skills.
• Strong analytical, diagnostic, and troubleshooting abilities.
• Excellent customer service and customer support skills.
• Ability to prioritize and manage multiple incidents, requests, and projects.
• Ability to work independently across multiple customer sites while collaborating effectively with remote teams.
• Strong organizational skills and attention to detail.
• Ability to provide technical guidance and training to junior team members.
• Ability to work effectively in both corporate office and manufacturing/shop‑floor environments.

Preferred Certifications

One or more of the following certifications is desirable:

• CompTIA A+
• Microsoft Certified Professional (MCP)
• Microsoft Certified Solutions Expert (MCSE)
• Other equivalent industry‑recognized IT support or endpoint management certifications