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

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Facts about the job

Coopers Group AG