Senior Desktop Engineer

We are looking for an experienced Senior Desk Side Support Engineer to provide onsite and remote IT support services for users across Switzerland and global business locations. The ideal candidate will have 7–9 years of experience in End User Computing (EUC), Desktop Support, and Workplace Services, along with fluency in English and Spanish.

The role requires supporting a multicultural workforce, handling VIP users, ensuring compliance with Swiss corporate standards, and providing high-quality technical support in a fast-paced enterprise environment.

• Provide Level 2 and Level 3 desk-side support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Support Windows 10/11, Microsoft 365 applications, and enterprise productivity tools.
• Manage incidents and service requests through Service Now or equivalent ITSM platforms.
• Ensure SLA and KPI adherence for incident resolution and user satisfaction.
• Support Microsoft Teams, Zoom, Cisco Webex, and meeting room technologies.
• Provide support for conference room devices, Teams Rooms, and audiovisual equipment.
• Manage workstation setups, desk moves, IT onboarding, and offboarding activities.
• Support printer infrastructure and secure printing solutions commonly used in Swiss offices.
• VIP & Executive Support
• Deliver white-glove IT support for executives, leadership teams, and business-critical users.
• Ensure minimal downtime and prioritize business-critical incidents.
• Support executive meetings, boardrooms, and high-profile events.
• Deploy, configure, and maintain endpoint devices using Intune, SCCM/MECM, and imaging tools.
• Support Active Directory, Azure AD, Exchange Online, and Microsoft Entra .
• Perform asset management, inventory control, and lifecycle management.
• Support patch management, software distribution, and endpoint security compliance.

• Provide bilingual technical support in English and Spanish.
• Coordinate with global infrastructure, network, cloud, and cybersecurity teams.
• Participate in major incident management and problem management activities.
• Create and maintain technical documentation and knowledge articles.
• Support users across German-speaking, French-speaking, Italian-speaking, and international business units.
• Work effectively with multicultural teams and global stakeholders.

• Adhere to Swiss data privacy regulations and corporate security standards.
• Support secure handling of devices and sensitive business information.
• Ensure compliance with banking, pharmaceutical, manufacturing, or financial industry requirements where applicable.

• Support multiple Swiss office locations and remote users.
• Coordinate with local vendors for hardware replacement and maintenance services.
• Assist with office relocations, expansions, and technology refresh projects.
• Common Switzerland-Specific Issues to Handle
• The candidate should have experience addressing challenges commonly encountered within Swiss enterprise environments:
• Network & Connectivity
• VPN connectivity issues for remote workers across Switzerland and Europe.
• Wi-Fi performance and authentication issues in multi-floor office locations.
• International connectivity issues affecting global collaboration platforms.
• Supporting users operating in English, Spanish, German, French, and Italian environments.
• Managing multilingual operating systems and application configurations.
• Keyboard layout and localization troubleshooting.
• High-priority incidents for banking and financial services users.
• Secure access troubleshooting involving MFA, VPN, and smart card authentication.
• Support for trading floor, finance, and executive meeting room technologies.

• Mobile device synchronization issues (iOS and Android).
• Microsoft Teams and Zoom performance issues during hybrid meetings.
• Secure remote access challenges for home-based employees.

• Laptop hardware failures and warranty coordination.
• Printer and secure print release issues.
• Docking station, monitor, and peripheral connectivity problems.

• Bit Locker recovery and encryption-related issues.
• Endpoint protection alerts and remediation support.
• Access request management and identity verification processes.

• 7–9 years of Desk Side Support,…