Information Technology Support Specialist

ITech Consult AG; Bern; Vor Ort; CHF 70.000 - 100.000; Vollzeit

Zusammenfassung

ITech Consult AG in Bern seeks an ICT Support Specialist at the Professional or Senior level to be the central contact for incidents and service requests, ensuring thorough initial processing and prioritization in a critical infrastructure environment.

The ideal candidate has EFZ IT specialization or equivalent, several years in ICT support, strong knowledge of Windows 11, M365, AD, Entra ID, and ITIL. Fluent German is required, English is a plus. 80-100% on-site in Bern.

Qualifikationen

• Completed vocational training as an IT specialist (EFZ) with a focus on platform development or systems engineering, or an equivalent qualification
• Several years of experience in ICT support, service desk, or user support
• Sound knowledge of Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, client hardware, and common ITSM ticketing tools
• Experience in incident management and in the structured recording, processing, and escalation of incidents
• Good knowledge of ITIL processes; ITIL v4 Foundation certification is an advantage
• Strong customer and service orientation, as well as professional interaction with users
• Structured, solution-oriented work style and resilience in a business‑critical environment
• Clear and understandable communication with users, support teams, and specialist teams
• Team-oriented, reliable, and empathetic personality
• Fluent German (written and spoken); English skills are an advantage

Aufgaben

• Receiving, analyzing, and recording incidents and service requests via telephone and ticket portal
• Processing and resolving known issues in first-level support
• Ensuring a high first-call resolution rate
• Triaging, prioritizing, and escalating complex requests to second-level support or specialized teams
• Tracking open tickets and ensuring transparent communication
• Managing user accounts, permissions, and group policies in Active Directory and Microsoft Entra ID
• Maintaining and updating troubleshooting guides and documentation in the knowledge base
• Contributing to the continuous improvement of support processes according to ITIL

Kenntnisse

Windows 11

Microsoft 365

Active Directory

Microsoft Entra ID

ITIL knowledge

German language

English language

Customer service

Incident management

Problem solving

Ausbildung

EFZ IT specialist

Jobbeschreibung

For a client in the energy sector in Bern, we are seeking a reliable and service-oriented individual to fill the role of ICT Support Specialist at the Professional or Senior level.

In this position, you will be the central point of contact for users, receiving and systematically analyzing incidents and service requests, and ensuring thorough initial processing, prioritization, and forwarding. The focus is on providing professional support, high service quality, and stable operational processes within a critical infrastructure environment.

Responsibilities:

• Receiving, analyzing, and recording incidents and service requests via telephone and ticket portal
• Processing and resolving known issues in first-level support
• Ensuring a high first-call resolution rate
• Triaging, prioritizing, and escalating complex requests to second-level support or specialized teams
• Tracking open tickets and ensuring transparent communicationManaging user accounts, permissions, and group policies in Active Directory and Microsoft Entra ID
• Maintaining and updating troubleshooting guides and documentation in the knowledge base
• Contributing to the continuous improvement of support processes according to ITIL

Experience:

• Completed vocational training as an IT specialist (EFZ) with a focus on platform development or systems engineering, or an equivalent qualification
• Several years of experience in ICT support, service desk, or user support
• Sound knowledge of Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, client hardware, and common ITSM ticketing tools
• Experience in incident management and in the structured recording, processing, and escalation of incidents
• Good knowledge of ITIL processes; ITIL v4 Foundation certification is an advantage
• Strong customer and service orientation, as well as professional interaction with users
• Structured, solution-oriented work style and resilience in a business‑critical environment
• Clear and understandable communication with users, support teams, and specialist teams
• Team-oriented, reliable, and empathetic personality
• Fluent German (written and spoken); English skills are an advantage

Location: Bern and surrounding area

Workload: 80-100% (100% on-site)