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IT Support Engineer - Permanent - Basel

Posted on Oct 3, 2020 by Robson Bale Ltd

Basel, Switzerland
IT
1 Oct 2020
Annual Salary
Full-Time


IT Support Engineer - Permanent - Basel

Robson Bale are looking for an IT Support Engineer for a permanent opportunity in Basel, Switzerland.

This is a permanent role, paying 75,000-85,000CHF P/A

The role:

  • Ensure proper computer operation so that end users can accomplish business tasks.
  • Receive, prioritize, document and actively resolve end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.
  • Use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Alert management to emerging trends in incidents.
  • Field incoming requests to the Service Desk via telephone, e-mail, and in person, to ensure courteous, timely and effective resolution of end user issues.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Build rapport and elicit problem details from onsite and remote end-users.
  • Provide White Glove support to Executive team members.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriate IT personnel.
  • Record, track and document the Zendesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Asset Management
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop and system level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Perform preventative maintenance, including checking and cleaning of workstations, Servers, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Audio visual, Zoom meeting and all staff meeting setup.
  • Verify inventory and order equipment as required.
  • Perform post-resolution follow ups to help requests.
  • Develop quick reference guide and FAQ lists for end users.
  • Reinforce SLAs to manage end-user expectations.
  • Responsible for service vendor management.

Skills and Requirements:

  • Good understanding of Information Technology; trends, products and solutions
  • Several years of experience in a similar position in IT Service Desk/Desktop Support
  • College diploma or university degree in the field of Information Technology or 5+ years equivalent work experience, preferably in the Biotech field.
  • Certifications are preferred.
  • Experience supporting a Commercial sales team from launch
  • Experience with Commercial systems such as CRM, LMS, EDW, BI and MDM.
  • Knowledge of computer hardware, including Lenovo Laptops, docking stations, phones, and printers.
  • Experience with desktop and server operating systems, including Windows 10 and Server 2012+
  • IT Applications: Office 365 expertise, Active Directory, Okta, Mobile Device Management, and ability to learn new applications quickly
  • Preferred knowledge of Mimecast, Zendesk, DocuSign, Concur, SharePoint, Box, Password Management, AWS, and Azure
  • Experience with deployment management and service desk tools
  • Experience with desktop imaging with MDT
  • Microsoft Office 2016 onward and common desktop applications
  • Remote control tools such as RDP, Bomgar
  • Basic networking skills including TCP/IP, DNS, vLANS, network Switches, AV hardware and printer management
  • Cisco Meraki experience preferred
  • Intermediate knowledge of PowerShell Scripting
  • Web conference software expertise: Skype, Zoom, MS Teams
  • Exceptional written and oral communication skills Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly and to present ideas in user-friendly language.
  • Highly self-motivated and directed with a keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Proactive, exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment and willing to listen and take the lead as needed.
  • Experience providing white-glove support
  • Candidates for this position must have strong customer service and communication skills, both written and oral.
  • Excellent organizational skills are a must for this fast paced, high visibility position.
  • Fluent in English language, German and additional languages are a plus

This is a permanent role, paying 75,000-85,000CHF P/A

IT Support Engineer - Permanent - Basel




Reference: 962821811

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