IT User Service Support / ROCGJP00027548

General Information:

• Start date: 1.10.2024 (latest Start Date: 1.11.2024)
• Planned duration: 12 months with extension opportunities
• Workplace: Basel and Kaiseraugst
• Workload: 100%
• Remote/Home Office: on-site work required (100%)
• Working hours: early or late shift (08.00 – 12.30 / 12.30 – 17.00)
• Team: 30 people

Tasks & Responsibilities:

• Identifying hardware and software problems
• Troubleshooting technical problems
• Install and configure hardware and software
• Talking with customers to capture problems in the best way possible
• Clean documentation of procedures
• Guiding customers through a series of actions to resolve a problem
• Providing documents and training materials to customers
• Proactive Support
• Onsite Support
• Further develop Delivery & Opt. squad tasks and processes with the goal of reducing complexity
• Make processes more efficient (Lean), automate processes while maintaining a high level of customer satisfaction
• Support on the IT Welcome Zone (Front Desk Support)

Must Haves:

• Finished apprenticeship in information technology or similar combined with at least 1 year of experience in technical support or desktop support
• Min. 2+ years of experience in technical support, desktop support or similar role
• Proficiency with Windows/Mac OS and GSuite Applications
• Experience with remote desktop applications and help desk software (e.g. Bomgar and ServiceNow)
• Experience in Hardware support
• Fluency in written and verbal communication in English and German is a MUST
• Attention to detail and good problem-solving skills
• Excellent interpersonal skills and who is proactive and willing to work
• Team player
• Able to set priorities
• Analytical way of thinking an advantage
• Reliable personality
• Proactive listener and solution presenter

Nice to Have:

• Knowledge of Agile working methods Scrum/SAFe an advantage
• Attention to detail and good problem-solving skills

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