Handling user calls and tickets (incidents and service requests): qualify, investigate and resolve issues
Remote assistance as needed
Priority on level 1 support cases, but if it follows our best practices also some level 2 cases
Work with L2 and L3 experts according to cases encountered
Have the reflex to follow or document any needed knowledge in our Knowledge Base system
Identify critical incidents and problems

At least two years of university studies in computer science and three years of initial experience in computer science with user / customer interactions
Strong interest in computer technologies in general, including last trends like AI
Knowledge of infrastructure (Cloud hosting like MS Azure, virtual computing, security layers like VPN, firewall, MDM like Intune...)
Ability to investigate Microsoft products (Windows, Office, MS Teams…) and application environment like SAP or any other common user environment applications
First good experience and practice with IT processes (ITIL) like incident / problem / request / knowledge base…
Ability and interest to play a coordination and monitoring role on ticket queues, SLA compliance, based on priorities given by manager.
Very good interpersonal and communication skills, even in stressful situations
Organizational and self-employment skills, analytical ability
Fluency in our three main languages (English, German and French)

Personalized onboarding experience program designed to make your first days smooth
Opportunities to learn and grow through Hager Group's awarded Hi University.
Internal career opportunities, over 25% of our recruitments are through internal mobility

IT Support Analyst

Key skills