IT Support Engineer level 1&2

Zug Permanent
  • 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

Anthony Adam
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Job summary

Contract type
Consultant name
Anthony Adam
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