IT Support Specialist

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avacone Switzerland

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

Avacone AG is a service provider company offering services in the IT and non IT area as well as in the regulated and non regulated environment

📋 Description

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system • Log, categorize, prioritize, and resolve incidents and service requests • Provide remote support for end users across multiple customer environments • Troubleshoot Microsoft Windows 10/11 operating systems • Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint • Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID • Support VPN connections, remote access, printers, and peripheral devices • Install, configure, and troubleshoot hardware and software • Escalate unresolved incidents to 2nd or 3rd Level Support according to defined procedures • Maintain accurate documentation within the ticketing system • Ensure compliance with agreed Service Level Agreements (SLAs) • Follow ITIL-based incident and request management processes • Contribute to internal knowledge base documentation • Deliver professional and customer-focused support at all times

🎯 Requirements

• Completed vocational training in Information Technology or equivalent practical experience • Minimum 1 year of experience in an IT Service Desk or Helpdesk environment • Solid knowledge of: • - Microsoft Windows 10/11 • - Microsoft 365 • - Active Directory • - Microsoft Entra ID (Azure AD) • - TCP/IP networking fundamentals • - DNS • - DHCP • - VPN technologies • Experience using IT Service Management (ITSM) or ticketing systems • Strong analytical and troubleshooting skills • Excellent communication and interpersonal skills • Customer-oriented mindset • Ability to prioritize workload and work independently • ITIL Foundation certification (Preferred) • Experience with Microsoft Intune (Preferred) • Experience with Microsoft Endpoint Manager (Preferred) • Basic PowerShell knowledge (Preferred) • Experience supporting enterprise environments (Preferred) • Experience working in Managed Services (MSP) (Preferred) • Experience supporting international customers (Preferred) • German: Native or C2 level • English: B2 level or higher