ICT Support Specialist / IT Service Desk Agent (m/f) 80-100%

Today

6210 Sursee (Hybrid)

IT System Engineering

• Permanent employment

Hybrid

Salary band

70'000 - 90'000 CHF

01

Future Employer ##

yellowshark AG is a leading Swiss personnel service provider specializing in IT, commercial professions, industry, and technology. Throughout German-speaking Switzerland, you take your career to the next level with yellowshark as we bring you together with well-known companies, and we have been doing this for over 15 years!

With profound market knowledge and a broad network, yellowshark offers you tailor-made solutions for permanent positions. Benefit from a dedicated team that understands your career goals and opens up exciting opportunities with attractive employers. Take the next step with yellowshark by your side!

Have we piqued your interest? Then apply today with your complete and meaningful application documents. We look forward to meeting you!

02

Your Task ##

• Support and technical assistance for business customers in 1st and 2nd level support
• Independent analysis, containment, and resolution of malfunctions in client, workplace, Microsoft, and infrastructure environments
• Processing of user, permission, software, hardware, network, and Microsoft 365-related support requests
• Recording, prioritization, processing, and seamless documentation of all support cases in the ticket system
• Active information of customers regarding processing status, solution path, and completion of their technical concerns
• Execution of structured error analyses and independent resolution of incidents within your own area of competence
• Coordination and escalation of more complex technical cases to System Engineering as well as follow-up until successful resolution
• Collaboration in the optimization of support processes, technical documentation, and recurring problem solutions

03

Benefits ##

• Participation in external continuing education
• Flexible working hour design
• Flexible annual and trust-based working hours
• Progressive employment conditions
• Guaranteed hybrid or home office work
• Career and advancement opportunities
• At least 5 weeks vacation
• Modern workplace

04

Your Profile ##

• Completed training as Informatiker/in EFZ Plattformentwicklung or Systemtechnik, ICT-Fachmann/-frau EFZ
• Several years of professional experience in 1st and 2nd level support, service desk, or technical ICT support, ideally around five years or more
• Good practical knowledge in Windows Client, Microsoft 365, Active Directory / Entra ID, user and permission management, as well as basic network and infrastructure topics
• Experience in structured troubleshooting and the ability to independently analyze, contain, and resolve technical malfunctions
• Strong customer and service orientation as well as joy in telephone and written contact with business customers
• Process-oriented, exact, and reliable way of working with high personal responsibility and consistent documentation
• Proficient German (C2) as well as very good English skills (B2), other national languages are an advantage
• Additional certifications such as Microsoft 365 Fundamentals, Azure Fundamentals, Microsoft Endpoint Administrator, ITIL 4 Foundation, or CompTIA Network+ are welcome
• Possession of driver's license Kat. B

05

Things to Know ##

• Guaranteed home office of up to 3 working days per week
• Modern workplace
• Above-average employment conditions with very good social benefits
• Free parking, coverage of public transport subscription, or participation in your commute
• Financial participation in continuing education
• Workation up to 4 weeks / year