IT User Service Support

For a Pharmaceutical client based in Basel, we are seeking technically perceptive candidates with excellent interpersonal skills for the Technical Support position. Technical support staff troubleshoot technical issues, provide timely customer feedback, and have other responsibilities.
In addition, technical support associates must speak directly with customers and prepare written documentation, which requires excellent written and verbal communication.

The perfect candidate:

We are looking for a candidate who either has two years of work experience in technical support/desktop support or someone with a finished apprenticeship in information technology combined with at least 1 years of technical support or similar. We need someone with ServiceNow experience and Gsuite Applications.

General Information:

* Start date: 1.10.2024
* latest Start Date: 1.11.2024
* Planned duration: 12 months
* Extension (in case of limitation): possible
* Workplace: Basel and Kaiseraugst
* Workload: 100%
* Remote/Home Office: on-site work required (100%)


Tasks & Responsibilities:

* Identifying hardware and software problems
* Troubleshooting technical problems
* Install and configure hardware and software
*Talking with customers to capture problems in the best way possible
* Clean documentation of procedures
* Guiding customers through a series of actions to resolve a problem
* Providing documents and training materials to customers
* Proactive Support
* Onsite Support
* Further develop Delivery & Opt. squad tasks and processes with the goal of reducing complexity
* Make processes more efficient (Lean), automate processes while maintaining a high level of customer satisfaction
* Support on the IT Welcome Zone (Front Desk Support)

Must Haves:

* Finished apprenticeship in information technology or similar or 2+ years of experience in technical support or desktop
support (****)
* Min. 2+ years of experience in technical support, desktop support or similar role (****)
* Proficiency with Windows/Mac OS and GSuite Applications (****)
* Experience with remote desktop applications and help desk software (e.g. Bomgar and ServiceNow) (****)
* Experience in Hardware support (****)
* Fluency written and verbal communication in English and German is a MUST
* Attention to detail and good problem solving skills
* Excellent interpersonal skills and who is proactive and willing to work
* Team player
* Able to set priorities
* Analytical way of thinking an advantage
* Reliable personality
* Proactive listener and solution presenter

Nice to Have:

* Knowledge of Agile working methods Scrum/ SAFe an advantage
* Attention to detail and good problem solving skills

Please contact me directly if you are interested and believe you are a good fit:

Alba Jansa:

+41 76 811 63 99 (Call or Whatsapp Business)

alba.jansa(at)experis.ch