L1 Support Technician — Frontline IT Helpdesk & SLA Focus

Ekkiden; Lausanne; Vor Ort; CHF 60.000 - 80.000; Vollzeit

Benefits dieser Stelle

Performance bonuses

Health insurance (GEREP)

Meal vouchers (Swile card)

Zusammenfassung

Ekkiden is seeking an L1 Support Technician to join our technical support team in Lausanne. You will be the first point of contact for client incidents, performing triage, basic diagnostics, and escalation as needed.

The role emphasizes structured troubleshooting, strong client communication, and adherence to SLAs in a fast-growing environment. The position is front-line, not a software engineer role, with opportunities to grow and work closely with engineering teams.

Qualifikationen

• Experience in a helpdesk or service desk environment preferred.
• Strong English written and verbal communication.
• Customer-focused mindset with SLA awareness.

Aufgaben

• Be the first contact for incoming client incidents and requests.
• Acknowledge, classify, and triage tickets.
• Resolve common issues using runbooks and documented procedures.
• Escalate complex cases to specialized teams.
• Review logs and dashboards to aid initial diagnosis.
• Document actions and findings in the ticketing system.
• Maintain clear, professional client communications.
• Ensure reliable follow-up and high-quality support.
• Adhere to defined SLAs and quality standards.

Kenntnisse

Helpdesk experience

English fluency

Communication skills

Customer focus

Calm under pressure

Tools

Ticketing system

Jobbeschreibung

Ekkiden is seeking an L1 Support Technician to join our technical support team in Lausanne. You will be the first point of contact for client incidents, performing triage, basic diagnostics, and escalation as needed.

The role emphasizes structured troubleshooting, strong client communication, and adherence to SLAs in a fast-growing environment. The position is front-line, not a software engineer role, with opportunities to grow and work closely with engineering teams.