2nd Level IT Supporter

2nd Level IT Supporter #

(m/f/d)

Freelance/temporary employment for a project

Zurich

Start date: asap

Reference number: 896777/1

Responsibilities ###

• Identify, evaluate and prioritize user problems and complaints; create and assign problem tickets using ticketing system (Service-Now)
• Analyze customer problems and formulate plans of resolution, utilize all technical resources to solve user problems 
• Perform routine software and/or hardware installations, updates, and upgrades following established documented policies and procedures
• Test and pilot new IT technology 
• Use knowledgebase, technical library, and on-line references to research, identify, and apply solutions to systems problems
• Basic project management for IT topic
• Process PC requests on the IT Service-Catalogue 
• Interface with Third Level Support team and vendors when the problem requires escalation
• Find improvements in current first level support processes
• Perform root cause analysis to minimize problems in the future

Profile ###

• Bachelor-s Degree in Information Technology, Information Systems, Computer Science, or related field preferred or successfully completed training in the field 
• Solid experience preferred
• Solid IT infrastructure knowledge and strong IT affinity
• Strong verbal communication skills and interpersonal skills required for providing support over the phone or in person
• Hardware support for client computers (Software/hardware) of popular brands such as HP and Lenovo
• Essential understanding and experience with client hardware deployment, operating system loads, drivers and software installation
• Proficiency and experience with IT project management, solution management and vendor management
• Fluency in english is required, german advantageous
• Experience in troubleshooting Microsoft Operating System Environment, Microsoft Outlook, and Office 365 (Teams, SharePoint, and OneDrive)

Benefits ###

• Long term planned engagement
• Fascinating, innovative environment in an international atmosphere
• Hays helps you gain a foothold in innovative companies
• Willingness to work on-site