L1 Support Technician (m/f/x)

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 an international consulting group founded in 2019, bringing together an ecosystem of passionate and committed consultants who lead organizational, operational, and technological transformation projects across IT/Digital, Industry/R&D, and Sustainability for large enterprises and SMEs in France, Switzerland, Spain, and Germany.

The Role:

We are looking for an L1 Support Technician to join a technical support environment and act as the first point of contact for incoming client incidents and requests.

This is a front-line technical support role focused on responsiveness, accurate ticket handling, and reliable execution of established support procedures. You will acknowledge, assess, classify, and resolve common issues using existing runbooks, while ensuring that more complex cases are escalated efficiently to the appropriate technical teams.

This position is particularly suited to someone who enjoys structured troubleshooting, client interaction, and working in an environment where service quality and SLA compliance are key.

Responsibilities:

• 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 established runbooks and procedures.
• Review logs, monitoring dashboards, and system information to support initial diagnosis.
• Document actions and findings clearly within the ticketing system.
• Escalate incidents that require deeper technical expertise to the appropriate support or engineering teams.
• Keep clients informed with clear, professional, and timely communication.
• Ensure reliable follow-up and contribute to a high-quality support experience

What We’re Looking For:

• Previous experience in a helpdesk, NOC, service desk, or technical support environment is an advantage; motivated entry-level profiles may also be considered.
• Junior to mid-level profile.
• Comfortable working with ticketing systems, monitoring dashboards, and technical logs.
• Able to follow technical runbooks and established processes accurately.
• Strong written communication skills and a client-oriented mindset.
• Able to remain calm, structured, and clear when handling incidents or time-sensitive requests.
• Fluent English.
• Reliable, detail-oriented, and highly conscious of SLAs and service quality.

Please note: This is primarily a technical support/technician position rather than a software engineering role. Programming experience is not required.

What We Offer:

• Join us at the right time to carve out your place within a fast-growing organization
• Diverse projects in a challenging environment, allowing you to make a real impact on the business
• The opportunity to work autonomously and proactively, growing together as a team
• A career path tailored to your personality, both in terms of role and location
• Continuous, high-standard training to unlock your full potential
• A performance-driven culture with attractive performance bonuses
• Comprehensive health insurance (GEREP) and meal vouchers (Swile card)

What does the recruitment process look like at Ekkiden?

At Ekkiden, we are committed to delivering a positive experience for every candidate.

Initial contact:

Our recruitment team will get in touch with you to discuss your motivations and expectations.

Interviews:

You will attend one or two interviews with our Business Managers, depending on the role you are applying for.

Client meeting:

Finally, you will have the opportunity to meet the client.

While this is our standard recruitment process, we may adapt it depending on specific circumstances.

You can also discover all our job opportunities on our website

https://jobs.ekkiden.com/