Level 2 / Level 3 Support Engineer - Workplace Environment

Clean criminal record and residence in Switzerland required (relocation possible but before the start of the assignment).

Context

Within an IT support team, you will operate at level 2 and 3 across the entire user workplace environment: Windows workstations, office and business applications, VDI, mobility and peripherals. Your role is not limited to ticket handling: you conduct the necessary investigations to identify the root cause and propose sustainable fixes.

Main missions

Level 2 / Level 3 technical support

• Diagnose and resolve incidents related to Windows operating systems as well as office and business applications.

• Provide, to a lesser extent, support for macOS, iOS and Android environments.

• Conduct in-depth investigations to determine the origin of faults:

• gather detailed information from users;

• analyse logs, system performance and reported errors;

• search for solutions within the team or with other services and departments;

• test and validate fixes.

Incident and request management

• Handle incidents and requests arriving through various support channels (ticketing tool, team messaging, telephone).

• Ensure ticket follow-up until complete resolution and validation with the end user.

• Produce precise and comprehensive documentation of incidents and solutions provided.

• Analyse ticket trends to identify recurring problems and propose lasting solutions.

Morning checks

• Perform morning checks to ensure proper system functioning and proactively identify points of fragility.

• Document results and initiate necessary corrective measures.

Continuous improvement

• Collaborate with the helpdesk to improve processes, documentation and end-user satisfaction.

• Propose and implement initiatives to improve support efficiency and service quality.

Administrative follow-up and compliance

• Complete a weekly timesheet reflecting actual activity.

• Report absences (planned and unplanned) in dedicated tools and ensure associated communication.

• Complete mandatory training within deadlines.

• Document and track technical changes in accordance with Change Management rules.

Desired profile

Technical skills

• Ability to conduct complex technical investigations to identify the root cause of incidents.

• Proficiency with advanced diagnostic tools (Wireshark, Procmon, Fiddler, etc.).

• Expertise in Windows environments: installation, configuration, troubleshooting, optimisation.

• Good understanding of virtualisation technologies, notably VMware for VDI.

• Experience with Workspace ONE and Intune for deployment and management of mobile devices.

• Good knowledge of network infrastructure concepts: routing, firewalling, DNS, etc.

• Solid basics in scripting (PowerShell) and version control (Git).

Interpersonal skills

• Excellent communication and client relationship skills.

• Ability to work in a team and collaborate with different departments.

• Proactivity and autonomy in problem solving.

• Service orientation and user satisfaction focus.

Education and languages

• Education: Bachelor’s degree (computer science or equivalent).

• French: native language.

• English: advanced level.