Local IT Support Technician (ICT Technician) - M/F

Local IT Support Technician (ICT Technician) - M/F

Fribourg · Full-time (100%)

Context

On behalf of one of our clients in French-speaking Switzerland, we are looking for two local IT support technicians.

Assigned to a user site in the city of Fribourg, you are the local IT contact for the users of this site. You work with a high degree of autonomy within your scope, in connection with the client’s central IT teams and with the other local technicians, for whom you provide cover.

Responsibilities

Local user support

• Handle requests from users at the assigned site: workstations, peripherals, applications and access.

• Carry out local interventions efficiently and professionally, respecting agreed deadlines.

• Assist users in getting to grips with the equipment and software provided.

• Inform users about the processing and progress of their requests.

Incident and request handling and follow-up

• Record, qualify and track incidents and service requests in the Jira ticketing tool.

• Apply the ITIL processes in force at the client, particularly Incident Management and Service Request Management.

• Analyse, diagnose and resolve incidents locally, or escalate them by providing all necessary information for effective handling.

• Document interventions and keep ticket information up to date until closure.

Workstation renewal

• Participate in renewal campaigns: preparation, installation and commissioning of workstations.

• Ensure the recovery of users’ work environments (data, peripherals, applications).

• Keep track of equipment installed, replaced and removed from the inventory.

• Support users after equipment replacement and address residual issues.

Participation in the back-to-school project

• Contribute to back-to-school preparation work: provision, verification and commissioning of equipment.

• Handle requests related to resumption of activity and provide reinforcement during peak periods.

Cover and service continuity

• Provide cover for another local technician (absences, holidays, peak activity).

• Ensure service continuity within the assigned scope and coordinate actions with central teams.

Profile sought

• Valid ITIL certification (Foundation at minimum) - desired

• Operational knowledge of ITIL processes, notably Incident Management and Service Request Management - required

• Experience with the Jira ticketing tool - desired

• Fluency in French, spoken and written - required

• Proven experience in local user support - required

• Training in IT (Federal VET Diploma as IT specialist, ES diploma or Bachelor) or equivalent qualification - desired

• Experience in multi-user environments, ideally in the public or semi-public sector - desired

Technical skills

• Support and troubleshooting of workstations: hardware, operating system, peripherals, office tools.

• Preparation, installation and commissioning of workstations.

• Monitoring of the inventory and equipment assigned to users.

Expected qualities

High autonomy in task management · Excellent interpersonal skills and ease in communication (direct and daily contact with users) · Service-minded and user-oriented · Rigour and organisational skills · Spirit of mutual aid and collaboration.