ICT Sales Account

Purpose of the role

Organise, manage and deliver technical support to end users.

Availability requirements

Availability for weekly business trips to German-speaking Switzerland, mainly the Zurich area, is required, according to operational and client needs. 

Skills

• Apply advanced troubleshooting techniques to identify problems, investigate their causes, recommend solutions to fix faults and prevent them from recurring.
• Analyse issues reported by clients to determine whether their impact is minor, moderate, high or critical, in order to prioritise case handling.
• Fully document tickets to ensure they contain relevant, up-to-date information.
• Ensure appropriate follow-up and timely communication with clients.
• Ensure that client expectations are met.
• Respond to client emails and telephone calls politely, courteously and professionally.
• Manage stress and pressure, always remaining calm, polite and professional, including when dealing with clients who are frustrated by IT problems.

Key responsibilities:

• Level 1 and 2 support
• IT support for end users to ensure their workstations are fully operational
• MS 365 environment support
• Problem-solving and analysis to identify the scope of responsibility
• Remote technical support for workstations used by users worldwide
• On-site technical support at client premises

Your qualifications

• 2+ years’ experience as an IT Support Specialist
• Good command of English and German (minimum B2 level)
• Good knowledge of Italian and/or French is considered an advantage
• Excellent problem-solving and request-prioritisation skills
• Excellent interpersonal skills and ability to manage client relationships professionally

• Excellent knowledge of:
  • Windows client operating systems
  • Microsoft 365 suite (SharePoint etc.)
  • Email systems such as Microsoft Outlook and their related features
  • Mobile devices (iOS and Android)
  • Hardware/software troubleshooting for PCs, printers and mobile devices
  • Tools to support problem identification and resolution
  • Analysis and reporting tools
  • Ticketing systems
• Good knowledge of:
  • Windows Server operating systems
  • Networking
  • Backup systems
  • Active Directory, DNS, DHCP
  • Microsoft licensing

What we offer:

• A friendly, family-like environment with open communication, where you will have room to grow and your ideas will be welcomed and heard
• Transparent pay, in line with the market and increasing as objectives are achieved
• Excellent occupational pension plan