IT Support Expert (m/f/d)

About the role

MF Group, a subsidiary of Riverty and part of the Bertelsmann Group, is looking for an IT Support Expert for its Chiasso location. The role delivers reliable first-level IT support and a smooth day-to-day user experience, acting as the first point of contact for employees needing help with devices, accounts, access, collaboration tools and standard workplace services. It also plays a key role in onboarding and offboarding.

Key responsibilities

• Provide first-level IT support: handle incidents, service requests, troubleshooting and everyday technical issues for notebooks, peripherals, collaboration tools, meeting room equipment, remote access, VPN, printers and standard business applications.
• Troubleshoot hardware, software, access and workplace issues directly where possible, escalating complex problems and following up clearly with users.
• Support workplace and device lifecycle: device preparation, enrollment, handover, stock coordination, replacements, refresh activities, asset tracking and vendor or RMA follow-up.
• Coordinate onboarding and offboarding end to end: workstation readiness, account setup, access assignment or removal, equipment handover or return, checklists, recovery tracking and stakeholder coordination.
• Perform user administration and maintain support documentation: password resets, permission requests, group membership updates, mailbox support, identity and access activities, checklists, procedures, FAQs and knowledge base content.
• Monitor system and service alerts, coordinate the initial response, escalate to the right teams, communicate clearly with users and stakeholders during incidents and help improve service quality.

Required profile

• Degree in Computer Science or a related field, or equivalent practical experience in IT support, service desk, workplace support or a similar operational role.
• Hands-on experience in first-level user support, including incident handling, request fulfillment, troubleshooting and user communication.
• Good understanding of Windows-based workplaces, common business applications, device setup and end-user support processes.
• Experience supporting onboarding and offboarding with attention to detail, access control, security and cross-team coordination.
• Familiarity with account administration, user access handling, asset tracking and ticketing systems.
• Strong communication skills, service mindset and ability to work in a structured, reliable way with internal users and stakeholders.

Required skills

• Nice to have: Microsoft 365, Entra ID, Intune or similar workplace management tools.
• Nice to have: IT service management practices or ticketing platforms.
• Nice to have: basic networking, remote connectivity and collaboration tooling.
• Nice to have: monitoring and observability tools, and experience in regulated environments such as financial services or payments.