Onsite Support

Q1 Technologies, Inc.; Genf; Vor Ort; CHF 65.000 - 90.000; Vollzeit

Zusammenfassung

Q1 Technologies, Inc. is seeking a Drop-In Onsite Support Engineer to deliver hands-on IT support at customer locations in Switzerland. You will handle face-to-face desktop assistance, MS 365 support, hardware troubleshooting, asset management, and VIP user care.

Responsibilities include IMACD activities, device deployments, asset lifecycle tracking, and ServiceNow incident management. Strong English and French language skills are mandatory for effective client interaction and documentation.

Qualifikationen

• Graduate/Diploma in IT with 3-6 years of desktop or field support experience.
• Experience providing hands-on IT support at customer premises is preferred.
• Proficiency with Microsoft 365 apps (Outlook, Teams, OneDrive, Word, Excel, PowerPoint) is required.

Aufgaben

• Provide onsite desktop support, Microsoft 365 support, hardware troubleshooting, and VIP user support.
• Perform IMACD activities and coordinate workstation setups for new hires.
• Manage end-user devices and asset lifecycle, including CMDB updates.
• Support Active Directory, Azure AD, and Microsoft Entra ID administration tasks.
• Log, track, and resolve incidents using ServiceNow while meeting SLAs.

Kenntnisse

End user support

Face-to-face support

Microsoft 365

Active Directory / Azure AD

Security & governance awareness

Ausbildung

Graduate/Diploma in IT

Tools

ServiceNow

CMDB

Jobbeschreibung

The Drop-In Onsite Support Engineer will provide hands-on IT support at customer locations, addressing end-user issues that cannot be resolved remotely.

Key Responsibilities

Provide onsite desktop support, Microsoft 365 support, hardware troubleshooting, smart-hands support, asset management, ServiceNow ticket updates, and VIP user support.

Technical Skills Required

End User Support

• Provide face-to-face IT support to end users at customer premises.
• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Support laptops, desktops, thin clients, mobile devices, printers, scanners, and peripherals.
• Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Support VIP and executive users with priority handling and white-glove service.

IMACD Services

• Perform Install, Move, Add, Change, and Disposal (IMACD) activities.
• Deploy new devices and coordinate workstation setups for new hires.
• Execute hardware refresh and device replacement programs.
• Decommission and securely dispose of obsolete devices in accordance with customer policies.

Device & Asset Management

• Manage end-user device inventory and asset lifecycle.
• Maintain asset records and update Configuration Management Database (CMDB).
• Coordinate hardware repairs and warranty replacements with vendors.
• Track asset allocation, stock levels, and device movements.

User Administration

• Create, modify, and disable user accounts as per approved requests.
• Support Active Directory, Azure AD, Microsoft Entra ID, and Microsoft 365 administration activities.
• Handle password resets, account unlocks, distribution groups, and access requests.
• Assist users with Multi-Factor Authentication (MFA) enrollment and troubleshooting.
• Log, update, track, and resolve incidents and service requests using ServiceNow.
• Ensure tickets are properly categorized, prioritized, and documented.
• Meet SLA commitments for incident response and resolution.
• Escalate unresolved issues to appropriate support groups.

Security & Compliance

• Follow customer security policies and IT governance standards.
• Support endpoint security, antivirus, and patch compliance activities.
• Report security incidents and policy violations.
• Ensure compliance with data privacy and information security requirements.

Documentation & Knowledge Management

• Create and update standard operating procedures (SOPs) and work instructions.
• Contribute to knowledge articles and known-error documentation.
• Maintain accurate records of incidents, fixes, and asset changes.

Language support – English, French Mandatory (Spoken and Written)

Language Support

• Provide onsite support in French through verbal and written communication.
• Communicate effectively with Swiss and European users in their preferred language.
• Assist in translating user requirements, incident details, and support documentation when required.

Qualifications

Graduate/Diploma in IT with 3-6 years of desktop or field support experience.

Preferred Skills

KPIs