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

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

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)

Posted yesterday