IT Functional Support Specialist

About the job

Bilingual in German and French and looking for an opportunity in application support? This opportunity is made for you!



 

Meanquest is an IT services company founded in 1995 that now has more than a hundred people.

Based in Ecublens, Meyrin and Givisiez, it deploys its expertise in five key areas: infrastructure, support, Cloud solutions, security and recruitment.

An IT company like ours relies on the commitment and know-how of its talents to provide quality customer service. We regularly look for profiles eager to invest themselves with our clients.

On behalf of one of our clients based in Bern, we are looking for a

IT Functional Support Specialist

 

As an IT Functional Support Specialist, you are the primary point of contact for users regarding support requests related to business applications. You assist employees in using IT tools, ensure the qualification and follow-up of their requests, and contribute to their resolution. You also participate in structuring IT support, developing user autonomy, and the continuous improvement of IT applications and services.

 

Responsibilities :

• Provide functional support Level 1 and Level 2 on business applications (ERP, CRM and other internal tools), as well as Level 1 support on the work environment
• Handle, diagnose, qualify and follow up incidents and requests via the ITSM tool, then ensure their documented escalation to IT teams or specialised providers when necessary
• Follow up tickets with application suppliers until functional validation of their resolution
• Develop and maintain the IT knowledge base, identify recurring requests and propose improvements favouring self-service and user autonomy
• Train new employees and support users daily; design training materials, tutorials and necessary documentation
• Participate in application projects: user acceptance testing (UAT), functional acceptance, anomaly tracking, deployments and change management support
• Contribute to the structuring and continuous improvement of IT support: ticket flow organisation, SLA monitoring and trend analysis
• Participate in the IT Change Advisory Board by preparing meetings, writing minutes and ensuring follow-up of decisions and actions
• Be the relay of business needs to the IT team and collaborate with power users, various IT skills and external providers
  
  
   

Profile sought :

• Training in IT or equivalent experience
• Excellent command of French and German
• Experience in application, functional or user support
• Good understanding of business processes and management applications (ERP, CRM or equivalent)
• Proficiency with an ITSM tool and good understanding of incident management and knowledge bases
• Excellent analytical, communication, writing and teaching skills
• Service-oriented, rigorous, autonomous and user-focused
• Knowledge of Microsoft Dynamics 365 Business Central, Microsoft Dynamics CRM and Freshdesk
• Experience in creating knowledge bases, tutorials and user documentation
• Experience in training, change management support and developing self-service

Start date : As soon as possible





 

Interested in this opportunity? Do not hesitate to apply!

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Sector: Other

Position: IT / Technology

Employment type: Permanent