yellowshark
Zürich
2nd Level Supporter (m/f/d) 80-100%
- 07 August 2026
- 100%
- Permanent position
- CHF 75 000 - 90 000 /year
- 8051 Zürich
About the job
yellowshark AG is your reliable partner for specialised personnel services. With a clear focus on quality and individual solutions, we precisely match qualified professionals with companies. Our aim is to exceed both the needs and expectations of our customers and candidates.
- Independent handling of assigned 2nd-level enquiries via e-mail, telephone, chat or ticket system
- Recording and documenting customer enquiries, problems and solutions in the ticket system
- Checking web and mail services
- Managing and maintaining customer data and accounts
- Communication with employees, customers and manufacturers according to process specifications
- Further development of support procedures as well as optimisation of internal processes
- Coordination and planning of relevant tickets and follow-up orders to appropriate departments or third-party providers while maintaining a complete problem description
- Participation in workshops and development of internal training materials
- Involvement in project work within the team
- Experience in escalation and problem management is an advantage
- Sound knowledge of relevant IT systems and applications
- Deep understanding of products and services
- Experience in error analysis and problem solving
- Familiarity with common hardware and software
- Knowledge of all support processes, especially the possibilities and limitations of cloud and dedicated servers
- Experience with domains, e-mail systems (including SPF, DKIM and DMARC), customer platforms, DNS, CMS, protocols, FTP, WBK, SSL and Plesk
- Linux knowledge, especially:
- Server-wide data migrations
- Evaluation of complex log files
- Data recovery
- PHP and MySQL knowledge, especially:
- Basics of PHP and MySQL
- Understanding the structure of a PHP application
- Interpretation of PHP error messages
- Basic HTML and CSS knowledge
- JavaScript knowledge, especially interpreting error messages
- Certification as Plesk Obsidian Professional
- Fluent German and English skills as well as French at DELF B2 / DFP Affaires B2 level
- Developmental, independent work
- Modern workplace with contemporary infrastructure
- Central workplace in Zurich-Seefeld
- Progressive employment conditions
Tasks
- First point of contact for customer enquiries, complaints, administrative tasks and handling assigned enquiries via e-mail, telephone, chat or ticket system- Independent handling of assigned 2nd-level enquiries via e-mail, telephone, chat or ticket system
- Recording and documenting customer enquiries, problems and solutions in the ticket system
- Checking web and mail services
- Managing and maintaining customer data and accounts
- Communication with employees, customers and manufacturers according to process specifications
- Further development of support procedures as well as optimisation of internal processes
- Coordination and planning of relevant tickets and follow-up orders to appropriate departments or third-party providers while maintaining a complete problem description
- Participation in workshops and development of internal training materials
- Involvement in project work within the team
Profile
- Completed apprenticeship as an IT specialist in system technology, ICT supporter or business informatics specialist- Experience in escalation and problem management is an advantage
- Sound knowledge of relevant IT systems and applications
- Deep understanding of products and services
- Experience in error analysis and problem solving
- Familiarity with common hardware and software
- Knowledge of all support processes, especially the possibilities and limitations of cloud and dedicated servers
- Experience with domains, e-mail systems (including SPF, DKIM and DMARC), customer platforms, DNS, CMS, protocols, FTP, WBK, SSL and Plesk
- Linux knowledge, especially:
- Server-wide data migrations
- Evaluation of complex log files
- Data recovery
- PHP and MySQL knowledge, especially:
- Basics of PHP and MySQL
- Understanding the structure of a PHP application
- Interpretation of PHP error messages
- Basic HTML and CSS knowledge
- JavaScript knowledge, especially interpreting error messages
- Certification as Plesk Obsidian Professional
- Fluent German and English skills as well as French at DELF B2 / DFP Affaires B2 level
Additional Information
- Interesting and challenging tasks in a motivated team- Developmental, independent work
- Modern workplace with contemporary infrastructure
- Central workplace in Zurich-Seefeld
- Progressive employment conditions
