IT Support Technician Level 1

Why choose API?

API, with over 30 years of experience, is a family business recognised for its genuine IT expertise; digital transformation, support service, Cloud...

We have surrounded ourselves with the best experts to best meet the specific needs of our clients.

By choosing API, you select a human-sized company benefiting from solid IT know-how.

We are proud of our unique corporate culture because we offer professional development opportunities, with continuous training programmes, career progression, and rigorous follow-up.

We put people at the heart of our activities: after all, our computers can solve problems, but they still don’t know how to make a good coffee!

Today we are looking for a Level 1 Support Technician to join the ServiceDesk team of our client in Lausanne.

This is a position with a duration of more than 4 years, starting on 1st March 2027.

Your role:

• Welcome, receive and qualify user requests via various channels: telephone, self-service portal, email and physical reception desk.
• Create, categorise, document and prioritise all incident tickets and service requests in the management tool (Jira Service Management).
• Perform first-level diagnosis and ensure autonomous resolution of incidents and requests within your scope of intervention (high First Level Resolution target).
• Handle common service requests: password resets, account unlocks, access rights assignments and office assistance.
• Manage IT equipment inventory: preparation and allocation of pool PCs, distribution of stock equipment, telephony support and SIM card management.
• Provide basic support for mobile devices and business tablets (Android environment).
• Handle first-level security incidents: qualify antivirus alerts and process phishing reports (Hoxhunt).
• Escalate and transfer unresolved tickets to level 2/3 expert teams, providing all necessary analysis elements.
• Write and keep operational documentation up to date (internal procedure sheets and user guides for employees).
• Strictly respect service level agreements (SLAs) and contribute to overall end-user satisfaction.

Profile sought:

• Initial training in IT (CFC IT diploma, equivalent qualification or proven experience in a service centre / user support).
• Proven experience in a similar Level 1 support technician or Service Desk role in a corporate environment.
• Strong technical skills in Windows environments (workstations, Active Directory) and Microsoft 365 / Teams office suite.
• Good knowledge of support for Android mobile devices and corporate smartphones.
• Basic practical knowledge of SAP GUI (navigation and standard transactions).
• Operational mastery of a ticket management tool (ideally Jira Service Management) and awareness of ITIL best practices.
• Excellent service sense, active listening, diplomacy and interpersonal skills for managing the physical reception desk.
• Methodical rigour, synthesis skills, responsiveness and adaptability within an on-site team.

Recruitment process steps at API:

• Let’s start the conversation! First, we want to discover who you are: your background, interests and aspirations. This initial contact will allow us to get to know you better.
• Next, let’s go deeper! You will have the opportunity to meet our Business Managers who will tell you about the life of a consultant at API. It will be the perfect moment to discover projects that catch your interest according to your ambitions!
• Let’s make it happen! Once the match between your ambitions, skills and the project is established, the adventure together can begin!