Desktop Support Technician

Job Title: IT Desktop Support (Junior Level)

Job Location: Bar, Zug, Switzerland

Type: 100% Onsite | 40 hours/week

Job Summary:

We are seeking a motivated and proactive Junior On-site and Desktop Support Analyst to provide exceptional technical support for office, laboratory, and distribution center users. The ideal candidate will have at least 2+ years of experience in on-site and remote support, with the ability to troubleshoot hardware and software issues while maintaining a customer-centric approach.

Key Responsibilities:

• Provide on-site and remote technical support to end-users, ensuring timely resolution of hardware, software, and connectivity issues.
• Configure, install, and update operating systems, software, and applications on computers, mobile devices (iPads, iPhones), and printers.
• Monitor and respond to support calls, emails, and messages promptly, addressing user problems and requests.
• Ensure compliance with SLAs (Service Level Agreements) by meeting incident resolution deadlines and handling user requests efficiently.
• Perform onboarding tasks for new users, including setting up accounts, installing devices, and providing necessary training.
• Manage and track IT assets, ensuring accurate inventory and proper documentation.
• Liaise with global support teams to escalate complex issues and coordinate global IT initiatives.
• Support users in office, laboratory, and distribution center environments, providing technical assistance for various operations.

Requirements:

• Experience: 2+ years of hands-on experience in providing on-site and remote desktop support.
• Language: Basic knowledge of English to communicate effectively with global teams.
• Technical Skills: Proficiency in ServiceNow, SCCM, AutoPilot, EndPoint, iOS devices (iPads/iPhones), and general desktop/laptop troubleshooting.
• Problem-solving: Strong multitasking ability, attention to detail, and capability to solve technical issues effectively.
• Soft Skills: Excellent communication skills, team collaboration, empathy, and respect when assisting users.
• ITIL Knowledge: Familiarity with ITIL methodology for managing IT service delivery.
• Certifications: Technical certifications in IT support or related fields (a plus).

Important Soft Skills:

• Proactive mindset with a willingness to think outside the box and provide creative solutions.
• Strong interpersonal skills with a focus on user satisfaction, education, and clear communication.
• Ability to work in a fast-paced environment and collaborate effectively within a team.