IT Support Engineer level 1&2

Job content

• International company|Based in Zug
  

About Our Client

Our client is an american multinational automotive company based in Zug.

Job Description

The IT Support Engineer / Analyst has the responsibility for delivering the front-line IT support service and requires a performance driven but supportive focus to all employees, suppliers and contractors. The IT Support Engineer / Analyst provides excellent response and support services to a very demanding senior leadership customer base.

As a sales focused organization, technology is vital in order to support the high-volume operation and when a problem is encountered the IT Services and Support Team are expected to act swiftly and efficiently. The IT Support Engineer / Analyst is at the forefront of Service Delivery, delivering excellent service to our internal customers.

• First level-support, handling face to face requests and calls on a daily basis.
• Providing smooth onsite support.
• Logging, owning, maintaining, and resolving IT Incidents and Service Requests using the corporate "ServiceNow" platform.
• Installing and delivering End User Technology devices (hardware/software) to end-user.
• Providing guidance to internal customers in how to use the self-service portal.
• Coordinating the escalation paths as needed within the group.
• Passing IT incidents that cannot be resolved to the relevant department with as much detail as possible.
• Managing incidents as appropriate with our 3rd party suppliers and vendors.
• Liaising with third line "resolver groups" in the rest of the IT department and with our third-party technical support and maintenance companies such as those supporting our main applications, our networks, telephony etc.
• Capturing resolution details so that they can be posted to the IT Knowledge Base to share amongst colleagues.
• Working closely with the rest of the IT department to continuously improve our systems.
• Administration of all user related objects including but not limited to users, groups, workstations, distribution lists, email accounts etc.
• Occasionally, other tasks may be required to ensure the smooth running of the business unit and its systems.
• Ensuring supported documentation and standard operating procedure documents are current and of use.
• Developing good business relationships with operational level stakeholders to ensure credibility and communication of the IT Services.
• Ensuring all your ServiceNow tickets are resolved efficiently and measured/recorded for trend analysis and training purposes.
• Understanding inter-dependencies with IT and 3rd Party Suppliers.
• Ensuring a positive, helpful, and always professional customer facing approach to work with business stakeholders at all levels.
  
  

The Successful Applicant

• Technical or commercial training with completed further training as a computer engineer or IT technician.
• Proven work experience in a comparable position, minimum of 1 years’ experience supporting, maintaining and troubleshooting IT systems.
• Experience in management of IT Hardware and Software on End User Technology devices (laptops, desktops, scanner, printers, etc.).
• Experience with Windows, IOS, Android, Office 365 products, etc.
• Experience with Office 365 administration.
• Knowledge of MS Active Directory.
• Knowledge of Remote Desktop.
• Knowledge of ITSM Call Management a plus
• Knowledge of basic networking a plus
• Basic knowledge of Microsoft Endpoint Manger / Microsoft Intune.
• "Agent" level knowledge of the "ServiceNow" ITSM platform.
• Well organized, proactive, self-motivated, and excellent communication skills.
• Skills to work alone as well in a large global team environment.
• High professional and social competence, customer Service focused and team-oriented personality.
• Ability to understand Business Processes and to work under pressure.
• At least business level if not fluent in English. German a plus.
• Driving license cat. B. a clear plus.
  
  

What’s On Offer

International growing company with good conditions and career path

Contact: Anthony Adam

Quote job ref: JN-112021-4536279