IT Service Management Specialist - IT Support (100%)

Klk-Kolb-Schweiz; Hedingen; On-site; CHF 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working hours

Home office options

Cross-site collaboration

Training and certifications

Job summary

KLK-Kolb-Schweiz is seeking an IT Service Desk professional to manage the IT hotline and coordinate end-user support across sites in Switzerland, the Netherlands, and EU locations. The role involves setting up devices, enforcing security standards, and contributing to IT projects under GMP-compliant processes.

You will collaborate with KLK Group IT, provide on-site and remote support, and participate in an on-call rotation. Fluency in German and English is required.

Qualifications

• Completed IT apprenticeship (EFZ) or comparable qualification.
• 2–3 years of experience in first- and/or second-level IT support.
• Solid knowledge of Windows clients, Active Directory, Microsoft 365 and endpoint management.
• Good understanding of business IT infrastructure and basic networking (LAN, VLAN, Wi‑Fi).
• German and English proficiency; Dutch a plus.

Responsibilities

• Manage IT hotline (first-level support) via telephone, on-site and remote channels.
• Collaborate with KLK Group IT on escalations and global standards.
• Coordinate field service, support second-level issues and vendor hardware issues.
• Set up, install and relocate PCs, laptops and phones; manage user accounts.
• Ensure devices comply with endpoint configuration, security and patching standards.
• Assist with server maintenance and data backup; basic networking tasks.
• Create technical documentation and participate in IT projects.
• Support GMP compliance within the IT area and related audits.

Skills

IT support

Windows OS

Active Directory

Microsoft 365

Intune

Ticketing systems

Networking basics

German & English

Education

IT apprenticeship (EFZ) or equivalent

Tools

Intune

Ticketing systems

Job description

Your mission

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 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 (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; Dutch is a plus
• 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