Senior IT Support Specialist

Umanova is a Swiss professional services company with an innovative and future oriented approach to consulting providing outstanding conditions.

For our international customer in Geneva we are looking to hire a Senior IT Support Specialist.

Key Deliverables:

In line with the organization's objectives and business needs, provide functional and technical support in the Workplace Services area

Core Responsibilities:

● Involved in Incident, Problem and Service Request Management.
● Provide physical IMAC support for multiple hardware.
● Log requestor incidents received by phone, email or other communication channel
● Provide workarounds and solutions based on Service Level Objectives.
● In the case of Problem Management, report/escalate issues to the Service Desk Coordinator/Manager.
● Propose or recommend IM&T Services modifications to the Service Desk manager/coordinator to reduce user impact.
● Participate to IM&T Service testing, deployment and stabilization.
● Maintain and stay current with evolving Information technology.
● Contribute in all aspects of Continuous improvement Communication
● Update and acknowledge tickets logged by requesters and communicate about resolution progress.
● Provide basic end-user training or instruction on workplace services.
● Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives.
● Share support knowledge with peers in the same team and maintain associated documentation
● Escalate significant issues or outages to the management
● Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Technical skills :

• Strong knowledge of Microsoft based operating systems
• General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)
• Basic Knowledge in SAP system (account, print) ITIL qualification is preferable but not essential.
• Knowledge about business processes.

Functional Skills & Competencies:

• Very good communication skills
• Good Organizational skills
• Ability to manage and motivate the Team
• Resistance to the stress
• Ability to negotiate
• Capacity to manage priority

Primary Qualifications (education / experience):

• Very good knowledge of informatics (workstation, servers, network, Windows)
• Proved experience of min. 5 year in IT support Team in medium and large organizations
• Previous responsibilities of Team Leader
• Knowledge of IT support ticketing systems
• ITIL certification
• French native fluency, English proficiency a plus.

We are looking forward to your application. For further information please call +41 22 736 12 15