End User Support Specialist

About the role

We are seeking a customer‑focused End User Services Specialist to provide high‑quality, hands‑on IT support across the organisation. Based in Zurich, you will ensure a seamless technology experience for employees by delivering Level 1 & 2 support, managing device lifecycles, and offering VIP on‑site assistance.

Key responsibilities

• Provide Level 1 & 2 support for desktops, laptops, mobile devices, peripherals and collaboration tools.
• Own device lifecycle management (provisioning, upgrades, asset tracking, secure disposal).
• Deliver high‑touch VIP support, including Tech Bar and walk‑in services.
• Resolve incidents and service requests within SLA, support critical incidents and perform root‑cause analysis.
• Install, configure and troubleshoot Microsoft 365, Windows/macOS, VPN, endpoint security and A/V solutions.
• Contribute to automation and continual service improvement initiatives.
• Support joiner, mover, leaver (JML) processes and ensure compliance with security policies.
• Maintain knowledge articles, SOPs and service reporting.

Required profile

• Minimum 5 years of experience in End User Computing, Desktop Support or IT Service Desk roles.
• Strong hands‑on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune and SCCM.
• Experience with ITSM tools such as ServiceNow or Remedy and familiarity with ITIL‑based processes.
• Exposure to A/V and hybrid meeting technologies (Teams, Zoom, Webex).
• Excellent communication skills and a customer‑first mindset.

Required skills

• Windows 10
• Windows 11
• macOS
• Microsoft 365
• Active Directory
• Intune
• SCCM
• ServiceNow
• Remedy
• ITIL
• Teams
• Zoom
• Webex
• PowerShell
• Python
• VPN
• Endpoint security
• A/V solutions