Support & Applications IT Specialist (100%)

As the Neuchâtel reference for the energy transition, Viteos ensures the supply of energy as well as the management of water, electricity, gas, and heating/cooling networks remotely for over 100,000 customers. The Viteos group offers both individuals and businesses efficient, comprehensive, and sustainable solutions in the fields of infrastructure, photovoltaics, storage batteries, heat pumps, and electric mobility. Present in Romandy with its subsidiaries Viteos Solutions, Swiss-Green, Betelec, FTG, and EMG Electroprocess, the Viteos group employs more than 500 people. Each of our companies pursues a responsible environmental and social policy and is committed to being a trusted partner, close to its customers.

Do you enjoy solving problems, being close to users, and driving progress?

We are looking for a Support & Applications IT Specialist capable of bridging IT and business within our various group companies.

Your main mission will be to support our users daily, provide application and technical support, coordinate the IT needs of the subsidiaries, and contribute to the continuous improvement of our tools, ensuring the interface with both users and the management of each company.

Support and incident resolution (main activity)

• Handle and resolve Help Desk tickets at levels 1 to 2, both technical and functional.
• Work directly with users of the subsidiaries, travelling independently to various sites.
• Diagnose application and technical incidents, resolving them autonomously or in coordination with internal/external partners when necessary.
• Organise and manage your own schedule of travel and interventions according to priorities.
• Ensure clear tracking of requests and proactive communication with users.

Activity monitoring and reporting

• Create and maintain dashboards to monitor requests and incidents for each subsidiary.
• Regularly present the support status (open, resolved, pending tickets) to the management of the subsidiaries.
• Define and monitor key indicators: ticket volumes, resolution times, user satisfaction rates.
• Identify recurring incidents and trends through these dashboards to propose preventive actions.

Application management

• Contribute to the availability, reliability, and performance of business applications.
• Participate in testing, updates, and deployments.
• Maintain functional and technical documentation.
• Participate in digitalisation projects and initiatives related to Artificial Intelligence.

User support

• Understand user needs and distinguish real needs from comfort requests.
• Assess priorities and urgency levels according to business stakes.
• Support users in adopting tools and best practices.
• Identify recurring needs and propose practical improvements.
• Be the primary contact for the management of each subsidiary for daily IT matters.
• Report to management a consolidated view of IT needs and points of attention for their company.

Profile sought

• Bachelor's degree or equivalent diploma in Computer Science, Information Systems, or Business IT (or equivalent experience deemed sufficient).
• Minimum 3 to 5 years of experience in technical and application support (levels 1 to 2), ideally in a multi-site environment.
• Hands-on, autonomous profile, comfortable diagnosing and resolving incidents without close supervision.
• Driving licence and availability for regular independent travel between group companies.
• Excellent service orientation and communication skills with users.
• Curious, solution-oriented, able to manage priorities and schedule autonomously.
• Ability to adapt to varied interlocutors, from end users to management.
• Fluent French and good knowledge of English.

A quick look at your benefits: Click here to learn more

Desired start date : To be agreed

(This position is open to all individuals, regardless of gender, identity, origin, or situation)