IT Service Desk Technician

Permanent contract / Bulle, Switzerland

Glion Institute of Higher Education (GIHE), in the top 5 for Hospitality & Leisure Management by the QS World University Ranking, is a brand of the Sommet Education Group. Founded in 1962, GIHE is a private Swiss institution offering Bachelor's and Master's degrees in hospitality, luxury and event management to an international student body across three campuses in Glion and Bulle, Switzerland, and London, UK.

You share our values: Development, Distinctiveness, Joint commitment, Openness and Sense of service.

Responsibilities:

• Troubleshooting Level 2: Ability to resolve more complex issues related to Microsoft desktops, applications, and cloud services. Log analysis
• Provide remote (worldwide) and on-site technical support to users and students operating in a Windows and Mac environment
• Provide IT support according to the Best Practices in place and the Service Management framework
• Track all support needs and resolution in the Service Desk ticketing system
• Identify, escalate and follow-up incidents / requests
• Install and upgrade PC hardware and software
• Support audio and video equipment in classrooms and conference rooms / remote teaching
• Setup and configure new hardware through Intune
• Keep track of equipment / consumable spares and maintain hardware inventory
• Maintain the inventory system up to date
• Install and manage miscellaneous hardware drivers and equipment
• Follow-up on IT repairs with suppliers
• Manage purchase orders from the initial request to the delivery to the requestor
• Create and maintain knowledge base documentation
• Troubleshooting basic network problems
• Testing updates / patches before the production rollout
• Deliver specific training to staff and students (induction)

Profile and experiences:

• IT Technician apprenticeship / CFC or equivalent
• IT background with at least 5 years of recent experience in IT
• Previous experience in education a plus
• ITIL knowledge is a plus
• Experience in ServiceNow, Microsoft O365 Apps and Microsoft Azure
• Experience in problem analysis and resolution: diagnosis and resolution of complex incidents
• Experience in mastering cloud environments: understanding the concepts and services offered by Microsoft Azure
• Experience in scripting and automation: know PowerShell to automate common tasks, a plus
• Fluent (orally and in written) in French and English
• Complete availability during specific periods of the school schedule
• We are looking for a flexible person with a high sense of ownership and with excellent accountability, prioritization and organizational skills. In addition, we are also looking for a customer oriented person with excellent judgment skills, attention to details and a proactive mindset
• Driving license a plus

Other information:

• Type of contract: undefined period of time contract
• Activity rate: 100%
• Start date: 01.05.2024
• Location: GIHE Sàrl, Rue de l'Ondine 20, 1630 Bulle