Technical Support Engineer

Candidate must have valid authorization to work in Switzerland.

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding desktop support, printers, PDAs, tablets, iPhones, Android devices, LAN cable drops and similar equipment.
• Hands on role were expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
• Providing on-site cover as part of a shift arrangement
• Troubleshooting and resolving operating systems issues; reimaging computers, hard drives backing up and restoring, devices settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests.
• Performing asset inventory activities as needed.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• Communicates effectively both in the client organization as well as in the HCL organization verbally and in writing.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
• MDM clients install, setup
• Use of SCCM for image installations and SW installations

• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office / Microsoft 365
• Decent knowledge in using/managing at least 1 ITSM tools.

• Strictly adhering to agreed timeslots and ensuring a proactive communication verbally and in writing if agreed appointments cannot be met, e.g. due to accidents or similar root causes
• Communicative, open, friendly, flexible and client centric to ensure client and user satisfaction meets the desired levels
• Ability to interact with customers so as to ensure the service is polite, efficient and responsive.
• Ensure to be contactable via Mobile and Email at a minimum during business hours and/or client operating hours
• A self-starter with ability to work on their own initiative.
• To work through issues analytically to a successful conclusion
• An individual with a minimum of 3 year’s supervisory experience

• Fluent German language is mandatory (For non-native speakers at least a C1 level is required).
• Effective English is important to communicate with central teams, both verbally as well as in writing

• At least 2-5 years of experience in the field or in a related area required.
• Prior experience on Desktops, Workstations, Notebooks, Tablets (iPads, Android), Smartphones (iPhones, Android) and Printers
• Collaboration experience including remote control of PCs and video conferencing knowledge.
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, PowerPoint and Excel)
• Thorough understanding of Outlook's calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Must be detail oriented and self-motivating.
• High level of Confidentiality,
• good sense of Privacy/Secrecy,
• extremely good customer relationship management…