Language Skills (Mandatory):
• Fluent French language proficiency (spoken and written) is mandatory.
• Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French.
• Robust English communication skills for collaboration with global support teams and internal stakeholders.
• Knowledge of German and/or Italian will be considered an added advantage.
• French language proficiency (B2/C1 level or equivalent) is mandatory.
Responsibilities
• Key Responsibilities
• Act as the first point of contact for all IT-related incidents and service requests.
• Log, categorize, prioritize, and track tickets using the ITSM tool.
• Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
• Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles.
• Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required.
• Monitor ticket queues and ensure SLA compliance.
• Communicate effectively with Swiss users through phone, email, chat, and ticketing systems.
• Maintain accurate documentation of incidents, resolutions, and workarounds.
• Participate in shift handovers and operational reviews.
• Contribute to knowledge management and continuous service improvement initiatives.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Create and update support documentation in accordance with standards to improve future troubleshooting efforts
• Follow ITIL-based processes for Incident, Request, and Problem Management.
Qualifications
Required Skills & Qualifications
• Bachelor's degree or diploma in Computer Science, IT, or r
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