HubMub
-
UST

Deskside Support Engineer (Associate II - Cloud Infrastructure Services)

UST
Switzerland · Full-time · Entry
Role Description

Role Proficiency:

Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests

Outcomes

  • 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor new team members in understanding customer infrastructure and processes

Measures Of Outcomes

  • 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets – OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements

Monitoring

Outputs Expected:

  • Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.
  • Adhere to ITIL best practices

Runbook Reference

  • Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes.
  • Use KB/SOP to resolve tickets update KB/SOP with new findings

Tickets Backlog

  • Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process

Collaboration

  • Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference.
  • Actively participate in team/organization-wide initiatives.
  • Collaborate with other team members for timely resolution of tickets.
  • Assist new team members to understand the customer environment.

Process Adherence

  • Thorough understanding of organization and customer defined process.
  • Consult with mentor when in doubt.
  • Adherence to defined processes.
  • Adhere to organization’ s policies and business conduct.

Training

  • On time completion of all mandatory training requirements of organization and customer.
  • Provide on floor training and one-on-one mentorship for new joiners.

Performance Management

  • Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager.

Skill Examples

  • Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.
  • Analytical ability to understand a larger picture of customer issues.
  • Ability to follow SOP documents and escalate the s with in the SLA defined.
  • Networking: a. Basic Network commands for troubleshooting Desktop/Laptop connectivity issues
  • Server:a. Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb. Support tasks like OS installation and basic user level commands and local user/group managementc. Software installation and Basic patch installation
  • Storage & Backup:a. Ability to monitor any Enterprise Storage and backup Solutionsb. Skilled in Storage and backup Monitoringc. Skilled in ticketing tools
  • Database:a. Create or modify queries in order to suit business requirementsb. Data modelling skills; distinguish between OLTP and Data warehouse applicationsc. Storage hardware storage management techniques software used for managing the storaged. Tweak tables making them use less space as possible
  • End User Computing:a. Confident in handling end user calls/Ticketing toolsb. AD managementc. Antivirus Management
  • Strong troubleshooting skills

Knowledge Examples

  • ITIL Framework
  • 2) Monitoring knowledge with various infrastructure tools 3) Fair understanding of customer infrastructure ability to co-relate failures4) Networking:a. Understanding of IP addressingb. Moderate knowledge in Network show commands across routers switches Firewalls Load balancersc. Should have basic knowledge in High CPU High Bandwidth usage reasonsd. Basics in Port-Channels and ether channelse. Basic understanding of ticketing tools such as Service-now OR Remedy5) Server:a. Familiarity with the basic OS administrative tools and how to locate them analyse event logs/sys logs etc.b. File system (FAT NTFS etc) and partitioning knowledgec. Basic understanding of system processes/services and user process6) Storage & Backup:a. Good Knowledge in Storage and Backup technologyb. Strong Knowledge in Backup and Recovery Operationsc. Good Knowledge Tape Libraries Backup Appliances Virtual tape Libraries7) Monitoring:a. Good understanding of Networking conceptsb. Basic knowledge of infrastructure componentsc. Knowledge in handling and monitoringd. Familiar with Linux and Windows commands8) Database:a. Very fluent in Structured query languageb. Knowledge of database background processesc. Knowledge of 3-Tier client server architectures and Web services9) End User Computing:a. Knowledge on Office 365b. Basic Network knowledge10) Quality Analysis:a. Exposure to technology/processes as per audit requirements b. Working knowledge of MS Excel Word PPT Outlook etc.s

Additional Comments

Deskside Support Engineer The Deskside Support Engineer (DSE) ensures that client employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the “face of IT” for the client and offer a personalized experience to the client end-user. They can build upon a positive culture at the client location and are well versed and educated advocates of improving the end-user’s IT support experience. To build a quality end-user experience, the DSE partners with client management and their vendors daily. Primary responsibilities:

  • End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps
  • Advanced knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications
  • Responds to end-user product related questions for all supported hardware, software and applications
  • Understands and maintains/outperforms service levels established
  • Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues
  • Understands working on ServiceNow ticketing tool. Additional Knowledge & Skills:
  • Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported
  • A+ and Network+ Preferred at minimum
  • Basic knowledge of networking, Airwatch, SCCM and Cisco routers and switches
  • The ability to multi-task and handle ever changing priorities
  • Willingness to learn new skills and work outside of your comfort zone with the end-user community
  • Ability to manage individual tasks that may require cross departmental communication and collaboration Minimum Requirements:
  • 2+ years in a customer facing deskside support/end user computing role
  • Bachelor's Degree in Management Information Systems or Information Technology or equivalent experience required
  • Must have excellent communication skills, positive attitude and be engaging with end-users
  • Must be flexible and able to work various shifts to include weekends if needed (not expected)
  • Experience with MAC, Microsoft® OS and Microsoft Office® applications
  • Experience with problem solving in a support-oriented environment
  • Exceptional soft skills and troubleshooting skills
  • Team player, good communicator, self-directed work style and ability to multi-task

Skills

Desktop Engineering,Mac,Windows,Building Systems

Key Skills

Ranked by relevance

storage sla itil routers server tape virtualization data warehouse firewalls switches outlook linux excel
Login to Apply
🇨🇭

Country Guide

Switzerland

Very high salaries and premium quality of life

Posted
Mar 12, 2025
Type
Full-time
Level
Entry
Location
Basel
Company
UST

Industries

IT Services IT Consulting

Categories

Information Technology

Related Jobs

3 roles aligned with this opportunity

View all jobs
View Job Details
Vonage
Related

Software Engineer III (Golang; 6+ Years)

2026-04-11

Full-time
Mid-Senior
India
IT Services
Engineering
View Job Details
UST
Related

Node JS Developer

2026-04-10

Full-time
Not Applicable
Canada
IT Services
Engineering
View Job Details
UST
Related

DevOps Engineer (Openshift & Kubernetes) (100% remoto España)

2026-03-31

Full-time
Not Applicable
Spain
IT Services
Engineering