2nd Level Support EAD 80% - 100% (m/f/d)

For every place that matters: As a world-leading provider of access solutions for schools, banks, airports, hospitals, hotels and many more, we enable people to move freely in safe and sustainable places. Our work is IMPORTANT. YOU are important. We offer our employees opportunities to shape their careers in a growth-oriented manner. With around employees worldwide, EVERY team member contributes to our mission and can make a positive difference. By working as a global team, we grow as a company, grow closer together and also grow personally. Build your career with us!

2nd Level Support EAD 80% - 100% (m/f/d)

Become part of our team

As a globally active company with clear growth targets, we are looking for a 2nd Level Supporter EAD (m/f/d) - Electronic Access & Data for our location in Switzerland, effective immediately or by arrangement.

As an employee in 2nd Level Support EAD, you will take over the technical processing of fault reports escalated to you by the helpdesk: You analyze errors on customer systems, communicate directly with customers via telephone and email, establish remote connections and plan as well as verify fault rectification together with the customer. As a specialist, you will additionally be integrated into our on-call organization (approx. one week in a 12-week cycle).

Your tasks

• Analysis and rectification of faults on customer systems, mainly via remote maintenance.
• Carrying out updates, parameterizations and functional checks of the software as well as the connected peripheral devices.
• Competent advice to end customers regarding technical inquiries - via telephone, email and in the ticketing system.
• Proactive, professional customer communication and solution-oriented processing of open tickets in compliance with agreed SLAs.
• Close cooperation with helpdesk, technical consultants, engineering interfaces as well as field, hardware and software technicians.
• Coordination with customer IT, specialist partners and other specialists in more complex problem situations.
• Support of software and hardware technicians as well as partners in fault rectification.
• Adaptation and creation of system documentation as well as ensuring up-to-date documentation of customer systems.
• Complete and traceable reporting of all performed work and efforts in the ticketing system.

Your profile

• Completed basic training as an Informatiker/in EFZ or further education or training at HF/FH level.
• Several years of professional experience in IT software support or in access technology, ideally at least 3 years.
• Experience in the Windows and network environment as well as with SQL databases, ideally 2-4 years.
• Sound knowledge in the analysis and rectification of technical faults on customer systems.
• Experience in remote maintenance and in the technical support of software and hardware systems.
• Strong customer and service orientation as well as enjoyment of direct communication with customers and partners.
• Independent, structured and solution-oriented way of working as well as a high sense of responsibility.
• Good communication and coordination skills when dealing with internal and external interfaces.
• Good German and English skills; Italian skills are an advantage.
• Willingness to undertake on-call duty (approx. one week in a 12-week cycle).
• Openness to taking on new tasks in the course of portfolio expansion.

What we offer

• Best perspectives in an internationally successful company with a familiar corporate culture.
• A motivated and competent team that is looking forward to your support.
• Exciting and varied tasks in technical support and in the environment of modern access solutions.
• High degree of personal responsibility in the analysis and solution of demanding technical problems.
• A versatile field of activity with close cooperation with helpdesk, engineering, field service and other specialists
• Transparent development opportunities.

Who we are

For every place that matters. From automatic doors to cloud-based access management - as a world-leading provider in the market for access solutions for schools, banks, airports, hospitals, hotels and many more, we enable the creation of safe and sustainable places where people can move seamlessly. With over 160 years of experience and a clear focus on excellence and innovation, we offer exciting opportunities for further development in a j4id10408948a j4it0939a j4iy26a