Tech support specialist - Zurich
Support & Service Delivery
• Provide end-user support for company-supported computers, applications, and platforms.
• Offer on-site support primarily in Zürich (Townhouse Office) and global remote support in coordination with the Support Specialists Squad in Grenchen/La-Chaux-de-Fonds.
• Ensure timely and quality service delivery to end users when fulfilling requests or resolving incidents.
• Improve overall end-user satisfaction by delivering a consistent customer experience and addressing any challenges or issues promptly.
Request & Incident Management
• Act as the initial point of contact for end users seeking services or technical assistance via tickets, emails, Teams, phone calls, or direct interaction.
• Process requests and incidents from end users.
• Provide follow-up updates to end users regarding status and information, and document events and incident resolutions in the tickets.
• Deliver accurate information to end users about Digital & Technology (D&T) products or services.
• Escalate unresolved requests or incidents to appropriate technical resources (2nd/3rd level support, third parties) or application teams (eg, SAP and sales applications).
• Communicate any feedback or suggestions from end users to the relevant internal team.
Device & Account Management
• Install and configure End User Computing devices and software (including laptops, desktops, iPads, iPhones, and phones).
• Create and modify accounts for new and existing employees.
Infrastructure & Troubleshooting
• Perform first-level Digital & Technology Infrastructure tasks and activities.
• Conduct local and remote troubleshooting using diagnostic techniques and relevant questions for hardware, software, network, access issues, and Audio/Video conferencing rooms.
• Determines the optimal solution based on the issue and details provided by end users.
• Guide users through the problem-solving process
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