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 (m/f/d) for its Chiasso location. This is an unlimited, full-time position focused on reliable first-level IT support and a smooth day-to-day user experience. You will be the first point of contact for employees needing help with devices, accounts, access, collaboration tools and standard workplace services, and you will also play a key role in onboarding and offboarding.

Key responsibilities

• Provide first-level IT support as the main contact for internal users, handling incidents, service requests, troubleshooting and everyday technical issues across notebooks, peripherals, collaboration tools, meeting room equipment, remote access, VPN, printers and standard business applications.
• Troubleshoot and resolve common hardware, software, access and workplace issues directly, escalating complex problems to the appropriate technical teams and following up clearly with users.
• Support workplace and device lifecycle operations, including 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, checklist execution, recovery tracking and coordination with internal stakeholders.
• Perform standard user administration and maintain support documentation, including 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 collaborate internally to 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 workplace environments, common business applications, device setup, peripherals and standard end-user support processes.
• Experience supporting onboarding and offboarding with attention to detail, access control, security, user experience and cross-team coordination.
• Familiarity with account administration, user access handling, asset tracking, ticketing systems and standard workplace operations.
• 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 understanding of networking, remote connectivity and collaboration tooling.
• Nice to have: basic familiarity with monitoring and observability tools, including simple checks or controls for system, service or availability scenarios.
• Nice to have: experience in regulated environments such as financial services, payments or other business-critical industries.