ICT Supporter

• IT - IT Infrastructure & Operations • Bern • Contracting • Full-time • 01.09.2026 - 31.12.2027 (with option to extend) • Incident Management, M365, Windows 11, Active Directory Your tasks: • Support & Incident Management: Central receipt, analysis and qualified initial recording of malfunctions and service requests (via telephone, ticket portal) according to ITIL standards • Ensure first-call resolution rate: Independent processing and rectification of known malfunctions • Ticket Routing & Escalation: Professional triage, prioritization and forwarding of complex requests to specialized specialist teams including follow-up • User Management & Access Rights: Administration of user accounts, permissions and group policies in Active Directory / Azure AD (Entra ID) • Knowledge Management: Creation, maintenance and updating of solution instructions and documentation in the Knowledge Base for continuous process improvement Your profile: • Education: Successfully completed basic training as Informatiker/in EFZ (specialization platform development/system technology) and/or equivalent qualification with several years of professional experience in the Service Desk • Technical Know-how: Sound knowledge in handling Windows 11, Microsoft 365, Active Directory/Entra ID, client hardware as well as common ITSM ticketing tools • Process Understanding: Certification in ITIL v4 Foundation (or corresponding evidence according to ICT-Berufsbildung Schweiz) is an advantage • Languages: Fluent German skills in speaking and writing (main working language); English skills are an advantage