IT Supporter for the global IT infrastructure (m/f/d)

Your main responsibilities:

• Provide Level 1 and Level 2 support to the Basel office, external partners and Visitors through a combination of desk-side support and remote engagement
• Set up, troubleshoot and resolve end user device issues support (i.e. desktops, screens, printers, docking stations, vpn, telephony, meeting room equipment, etc.)
• Troubleshoot/resolve network and Wi-Fi connectivity issues
• Escalate to appropriate next-level resources where required
• Provide excellent communications and support to the Team, User and Global Service Desk on open issues
• Perform and document initial diagnosis of issues within the Service Now ticket followed by formulating and executing a resolution plan
• Meet the service levels for ticket requests, assess and prioritize incidents while investigating & resolving critical incidents
• Develop and maintain strong relationships through effective, timely communication and meet deadlines
• Take initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
• Undertake IT Administrative tasks as directed (lifecycle management etc.)

Your Profile:

• Bachelor’s Degree in computer science or equivalent experience
• A minimum of 3 years of experience in Operating Systems support, end-user device troubleshooting and/or support a 1st or 2nd level technology support role
• ServiceNow or ticketing tools experience
• Azure account management experience
• Working knowledge of Active Directory & End Device management tools
• General hardware and networking knowledge TCP/IP, DNS, DHCP
• Extensive experience in Office 365 with working knowledge of Intune or device management tools
• Certification in Microsoft Technologies
• ITIL Foundation certified
• English at full professional proficiency level of communication required (both verbal and in written)
• Excellent customer service skills and experience with providing customer service to Senior Management
• A flexible and committed personality used to work in a dynamic onsite environment and under pressure