IT Service Management Specialist - IT Support (100%)

Kolb Distribution AG; Hedingen; On-site; CHF 90,000 - 120,000; Full time

Benefits offered by this job

Cross-site projects

Training & certifications

Flexible work hours & home office

Social benefits

Place of work Hedingen

Job summary

Kolb Distribution AG is seeking an IT Support professional to serve as the first contact for employees in Hedingen and across European sites. You will run the IT hotline, manage end-user devices, and collaborate with KLK Group IT to harmonise global support processes.

You will participate in handling GMP compliance, onboarding/offboarding, and maintaining up-to-date documentation. The role requires a hands-on, customer‑oriented approach and strong English and German skills.

Qualifications

• Completed IT apprenticeship (e.g. Informatiker/in EFZ, ICT-Fachmann/-frau EFZ) or comparable qualification.
• 2–3 years of experience in first- and/or second-level IT support, ideally in an industrial or production environment.
• Solid knowledge of Windows clients, Active Directory, Microsoft 365, endpoint management (Intune), ticketing systems and IT hardware, plus understanding of business IT infrastructure and basic networking (LAN, VLAN, Wi‑Fi).
• An advantage: knowledge of telephony/PABX and mobile devices, server and backup environments and ITIL (e.g. ITIL Foundation); GMP-regulated environment experience.
• Very good command of German and English.
• Customer-oriented team player with strong communication skills in a multicultural environment; structured, reliable, flexible and resilient, with initiative and a willingness to learn.

Responsibilities

• Manage the IT hotline and first/second-level support across our EU sites.
• Coordinate with KLK Group IT on escalation, resolution and standard alignment; harmonise IT support processes.
• Assist with server maintenance and data backup; perform basic network tasks (e.g. VLAN assignment).
• Set up, install and relocate PCs, laptops and phones; manage user accounts (onboarding/offboarding).
• Ensure devices comply with global endpoint configuration, security and patching standards.
• Create technical documentation and support IT projects and GMP compliance activities.

Skills

German language

English language

Communication

Teamwork

Initiative

Education

IT apprenticeship EFZ

ICT-Fachmann EFZ

Comparable qualification

Tools

Windows OS

Active Directory

Microsoft 365

Intune

Ticketing systems

IT hardware

Networking (LAN/VLAN/Wi‑Fi)

Job description

Job summary

In this position, you will be the first point of contact for all IT questions from our employees at our Hedingen site and provide support to our other European sites. Reporting to the Lead EU IT Service Management, you will run the IT hotline, look after end-user devices and accounts throughout their lifecycle and work closely with KLK Group IT in Malaysia to harmonise support processes. The role requires a hands‑on, structured and customer-oriented way of working.

Main tasks

• Managing the IT hotline (first-level support): providing assistance, processing error reports and troubleshooting, with telephone, on‑site and remote support, including for our EU sites
• Working closely with KLK Group IT on escalation, resolution and alignment with global IT standards, tools, platforms and support processes, and harmonising IT support processes across our EU sites
• Ensuring smooth IT support, coordinating field service employees, supporting second-level support and escalating hardware issues to vendors
• Setting up, installing and relocating PCs, laptops and phones (including onboarding, offboarding and internal transfers) and creating, modifying and deleting user accounts
• Ensuring end‑user devices comply with global endpoint configuration, security and patching standards
• Assisting with server maintenance and data backup in coordination with the IT Infrastructure Specialist and performing basic network tasks (e.g. VLAN assignment)
• Creating technical documentation (manuals, installation instructions, etc.)
• Performing administrative tasks within the IT department and participating in IT projects
• Ensuring GMP compliance within your area of responsibility (proper signing, deviation reporting, change control) and supporting compliance, security and audit activities

Special requirements

• Willingness to take part in the on-call duty rotation
• Occasional travel to our EU sites (if required)
• Mutual deputising with the IT Infrastructure Specialist

Your profile

• Completed IT apprenticeship (e.g. Informatiker/in EFZ, ICT-Fachmann/-frau EFZ) or a comparable qualification2–3 years of experience in first- and/or second-level IT support, ideally in an industrial or production environment
• Solid knowledge of Windows clients, Active Directory, Microsoft 365, endpoint management (e.g. Intune), ticketing systems and IT hardware, as well as a good understanding of business IT infrastructure and basic networking (LAN, VLAN, Wi‑Fi)
• An advantage: knowledge of telephony/PABX and mobile devices, server and backup environments and ITIL (e.g. ITIL Foundation); experience in a GMP-regulated environment
• Very good command of German and English
• Customer-oriented team player with strong communication skills in a multicultural environment; structured, reliable, flexible and resilient, with initiative and a willingness to learn

Our offer

• A varied role at the heart of our IT, with direct contact with colleagues across all functions and sites
• An international environment with cross‑site projects in Switzerland and the Netherlands and close collaboration with KLK Group IT
• Targeted training and certifications, with the opportunity to grow into the role of deputy to the Lead EU IT Service Management
• Flexible working hours and home office options where operations allow
• Modern employment conditions and attractive social benefits
• Place of work: Hedingen (ZH); start date by agreement