IT Technician L1/L2

Company Description

Founded in 1978, Darest Informatic SA provides IT equipment and services specifically dedicated to SMEs and Large Companies. We cover all the IT needs of our clients by offering tailor-made infrastructures thanks to our specialist IT architects as well as the necessary engineering to meet their requests.

Our team has fundamental expertise to set up complete or mixed help-desk cells of level I, II, and III with VIP support for large Swiss companies and multinationals.

Job Description

The mission will consist of:

• Receiving, qualifying, and assigning user incidents/requests via phone, email, or our ticketing tool
• Establishing a diagnosis based on incidents reported by users
• Providing a first level of resolution
• Providing a diagnosis before escalation to other levels
• Keeping users informed about the progress of their tickets (SLA)
• Supporting users in different situations and in most cases remotely worldwide in French and English
• Ensuring user satisfaction by providing customer-oriented service
• Proximity support with the presence of several counters on the different company sites in Lausanne and in the Vallée de Joux
• Handling assigned tickets from reception to closure
• Performing incident resolutions related to basic applications
• Resolving issues using remote control software
• Supporting users on their mobile phones (iPhones/iPads)
• Communicating appropriately and effectively with users
• Taking initiative and implementing solutions for continuous improvement
• Providing relevant and useful information to IT management
• Joining a team with shifts to cover continuous 24/7/365 service (possibility of night work)

Qualifications

• Holder of at least a Federal VET Diploma in IT or a Bac +2 with 2 years of experience in a similar position
• Fluency in French as well as English B2 minimum
• Be domiciled in Switzerland or be ready to relocate to Switzerland (requirement for night work at home/telework)
• Knowledge of the concept of incident analysis and diagnosis from level 0 to 2
• Communication skills towards users
• Listening skills, pedagogy, rigor, and empathy
• Windows 10 and 11 environments
• Office 2016 and O365 suite, Teams solution
• Exchange messaging
• Active Directory
• Remote control tools
• Call center tool
• Ticketing tool (ITSM)
• Familiarity with Service Level Management (SLA-ITSM)
• ITIL concepts, certification training will be provided at the end of your probation period

If you recognize yourself in this description, do not hesitate to apply by sending us your CV!

Additional Information

Start ASAP - Permanent contract
100% workload desired