Operations Support Engineer (a) 80 - 100%

You independently analyse and resolve complex support requests in the Microsoft, cloud, workplace, and infrastructure environment. In doing so, you support our customers in daily operations and accompany their concerns until a sustainable solution is reached.

For topics requiring in-depth specialist knowledge, you work together with our engineering teams on the solution. You take responsibility for your support cases and see them through to completion.

If you enjoy support and direct customer contact, like to solve technical problems systematically, and take responsibility for your topics, you will fit well with us.

In your role as a Security Operations Engineer, you implement and operate our Managed Security Service and continuously develop it further. You also analyse cyber threats and implement exciting projects in this area.

This field of activity excites you

• Independently handle incidents, service requests, and standard changes
• Analyse, narrow down, and sustainably resolve complex technical faults
• Support customers professionally and solution-oriented in daily operations
• Handle support requests in the Microsoft, cloud, workplace, and infrastructure environment
• Analyse reports, logs, events, and error messages and implement appropriate measures
• Recognise recurring error patterns and initiate improvements
• Work together with our engineering teams and manufacturers to develop solutions for complex specialist topics
• Identify possible security-relevant events, document them, and forward them to the responsible security team according to defined processes
• Proactively inform customers about the processing status
• Adhere to agreed service levels and document solutions and findings comprehensibly
• Share knowledge within the team and contribute to improving our support processes

To succeed in this role

• Completed training in computer science or a comparable qualification
• Several years of experience in technical 2nd-level support or in a managed services environment
• Confident handling of independent analysis and resolution of complex technical faults
• Good knowledge of Microsoft 365 and Windows environments
• Experience with Active Directory and Microsoft Entra ID
• Good technical understanding of cloud, network, and infrastructure topics
• Basic understanding of IT security and possible security-relevant events
• Experience with ticketing systems and structured support processes
• Enjoyment of support and direct customer contact
• Independent, structured, and solution-oriented working style
• Clear, understandable, and professional communication
• Strong sense of responsibility and quality awareness

Languages

• Very good German skills in spoken and written form
• Good English skills
• French and/or Italian skills are an advantage

Advantages

• Experience with an IT service provider or managed services provider
• Knowledge of Microsoft Azure, monitoring, ITIL, or PowerShell
• Initial experience handling security alerts

Your additional benefits

• Direct customer contact and independent responsibility
• Challenging and varied support cases
• Collaboration with experienced engineering and specialist teams
• Opportunity to contribute your experience and actively shape support processes
• Professional and personal development opportunities
• Hybrid working model
• Short decision-making paths and a collegial environment

• Flexible working hours with a 40-hour week and part-time options
• Location-independent work as well as home office or remote work from Switzerland possible
• 25 days of holiday per year (27 days from age 40 / 30 days from age 50)
• 13 paid public holidays and the possibility of additional unpaid leave
• 100% continued salary payment for 3 weeks paternity / 16 weeks maternity leave
• State-of-the-art hardware and paid mobile phone subscription including a share of the smartphone
• Above-average benefits in the pension fund with 60% employer contribution and 40% employee contribution
• Private accident supplementary insurance
• Free charging of your electric vehicle at the Gerlafingen and Aarau locations
• Discounted access to fitness and physio centre offers
• Brands for employees & benefits at work
• Wellbeing@Work with Mario Kart Racing, Silent Room, table football, aperitifs and team events 

We only consider direct applications for this position.