L1 Support Technician — Frontline IT Helpdesk & Growth

Ekkiden; Genf; Vor Ort; CHF 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Health insurance (GEREP)

Meal vouchers (Swile card)

Performance bonuses

Comprehensive training

Zusammenfassung

Ekkiden is looking for an L1 Support Technician to join a frontline technical support team in Switzerland. You will act as the first point of contact for client incidents, acknowledge requests, triage and classify issues, and follow runbooks to resolve common problems while escalating complex cases to specialized teams.

The role emphasizes structured troubleshooting, accurate ticket handling, and clear communication with clients to maintain SLA compliance and high service quality.

Qualifikationen

• Experience in a helpdesk or service desk is advantageous; entry-level profiles may be considered.
• Junior to mid-level profile.
• Fluent English.
• Able to follow technical runbooks and established processes.

Aufgaben

• Act as the first point of contact for incoming technical support tickets.
• Acknowledge requests in line with defined SLAs.
• Triage, classify, and prioritize incidents accurately.
• Resolve common technical issues by following runbooks and procedures.
• Review logs, dashboards, and system information to support initial diagnosis.
• Document actions and findings clearly within the ticketing system.
• Escalate incidents needing deeper technical expertise to appropriate teams.
• Keep clients informed with clear, professional, timely communication.
• Ensure reliable follow-up and contribute to a high-quality support experience.

Kenntnisse

Written communication

Client orientation

Calm under pressure

English fluency

Attention to SLAs

Structured troubleshooting

Tools

Ticketing systems

Monitoring dashboards

Technical logs

Jobbeschreibung

Ekkiden is looking for an L1 Support Technician to join a frontline technical support team in Switzerland. You will act as the first point of contact for client incidents, acknowledge requests, triage and classify issues, and follow runbooks to resolve common problems while escalating complex cases to specialized teams.

The role emphasizes structured troubleshooting, accurate ticket handling, and clear communication with clients to maintain SLA compliance and high service quality.