IT Support Engineer; FAP-BC-IQS--GRAE

• Full-time
• Compensation: CHF 5,266 - CHF 5,793 - monthly

Within the FAP Department, you will join the Business Computing (BC) Quality and Service Team and contribute to delivering high-quality IT services across the organisation. You will play a key role in providing second-line support for business applications, coordinating hardware support activities, assisting users, and helping improve service processes through automation and documentation.

This position offers a unique opportunity to work in a diverse IT environment, collaborate with experts across multiple domains, and gain hands‑on experience in IT support, service management, hardware lifecycle management, and process improvement.

Your responsibilities:

User Support & Service Delivery

• Provide second-line support for Business Computing applications, investigating and resolving user issues.
• Deliver technical assistance and guidance to users of Business Computing services and applications.
• Coordinate with application experts, IT specialists, service providers, and support teams to ensure timely resolution of incidents and service requests.

Hardware & Asset Management

• Provide hardware-related support to designated users and coordinate equipment interventions, office moves, and replacements.
• Manage computer equipment inventory, stock levels, asset tracking, and associated administrative processes.

Documentation & Knowledge Management

• Create, maintain, and enhance technical documentation, software installation guides, knowledge base articles, and operational procedures for the team and Service Desk.

Operational Improvement & Security Coordination

• Contribute to IT security activities by liaising with security experts and promoting good security practices.
• Identify and implement opportunities to streamline and automate operational and administrative processes.

Your profile:

Experience in one or more of the following areas would be considered an advantage:

• Windows and Mac workstation administration and troubleshooting.
• Experience with Service Now.
• Technical documentation and knowledge management.
• IT service management practices and ticketing systems.

Skills:

• Interest in IT support, technology, and helping users.
• Basic understanding of computer systems, hardware, networking, and cybersecurity.
• Strong problem-solving and communication skills.
• Ability to work collaboratively in a team environment.
• Organised, reliable, and eager to learn.
• Interest in improving processes and finding efficient ways of working.
• Spoken and written English, with a commitment to learn French.
• By the Final date to receive applications, you have a maximum of two years of professional experience since graduation in Computer Science / Computer Engineering (or a related field) and your highest educational qualification is either a Bachelor's or Master's degree.
• You have never had a CERN fellow or graduate contract before.
• Applicants without University degree are not eligible.
• Applicants with a PhD are not eligible.

Contract duration: 24 months, with a possible extension up to 36 months maximum.

Working hours:

40 hours per week

Job flexibility:
Fully Onsite

This position involves:

• A valid driving licence.
• Work during nights, Sundays and official holidays, when required by the needs of the Organization.

Job reference: FAP-BC-IQS--GRAE

Field of work:
Information Technologies

Benchmark job: 301130 - Computing Technical Engineer

• A monthly net stipend of either 5266 or 5793
  
  Swiss Francs per month depending on your degree.
• 30 days of paid leave per year plus 2 weeks annual closure.
• Coverage by CERN’s comprehensive health insurance scheme (for yourself, your spouse and children), and membership of the CERN Pension Fund.
• Family, child and infant monthly allowances depending on your…