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1St Level IT Supporter

German & English
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Job Description
We are currently looking on behalf of one of our important clients for a 1st Level IT Supporter. The role is a permanent position based in Bern Canton.

Your Role:

• Hold responsibility for the smooth running of the 1st level support process.
• Provide timely & high-quality implementation of inquiries from our customers (Incident / Change Management) via tickets.
• Accept incidents & requests & subsequently categorize & analyze them.
• Eliminate problems independently & / or initiate the work required to achieve the solution via level-escalation; ensuring a seamless transition to the 2nd & 3rd level.
• Maintain direct contact with System Administrators & Engineers with regards to these malfunctions & queries.
• Ensures a timely & SLA-compliant processing of the tickets by independent and proactive working methods and / or escalation.
• Handle fault reports, orders & questions from customers.
• Contribute towards the smooth operation of the Customer Care team.
• Maintain a strong level of customer-oriented communication.
• Identify & classify necessary information for problem solution.
• Complete ticket documentation.
• Independently analyze, edit & correct system malfunctions.
• Coordinate employees when processing solutions & ensure periodical notifications to customers & internal units.
• Independently administrate & problem solve in the areas of Windows OS, Windows Server, RDS, Citrix & VMware.
• Secure users of Microsoft Office products & Microsoft Navision.
• Support & consult customer-responsible employees on technical system issues.
• Periodically update work on customer platforms.
• Work alternately in rotating shift patterns (Hotline coverage is from 07:00 - 18:00).

Your Skills & Experience:

• At least 1 year of experience in IT as a supporter, in particular concerning fault analysis & remediation.
• Good knowledge in typical IT standard products such as: MS Windows (client & server) MS Office, Hardware & Network Technologies, Citrix, VMware, RDS & Multifunctional Printers.
• Excellent communication skills, customer & service-oriented & a team player

Your Profile:

• Completed education (EFZ in system engineering or support or comparable training).
• Creative, flexible, analytical, logical, structured, responsible, reliable & resilient.
• Ambitious, motivated, dynamic, trustworthy & committed.
• Independent, able to comprehend quickly & in possession of a high level of initiative.
• Driving license category B.
• Fluent German & English, conversational French & able to understand Swiss German.

If you wish to apply, please send us your resume in Word format with some references.
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