Onsite Desktop Support Engineer (English, French, Spanish)

About the role

The Drop-In Onsite Support Engineer provides hands-on IT support at customer locations, resolving end-user issues that cannot be handled remotely. The role covers desktop support, Microsoft 365, hardware troubleshooting, asset management and ticket handling, and requires spoken and written English, French and Spanish.

Key responsibilities

• Provide face-to-face IT support to end users, diagnose and fix hardware, software, OS and application issues, and support laptops, desktops, thin clients, mobile devices, printers and scanners.
• Support Microsoft 365 apps (Outlook, Teams, OneDrive, Word, Excel, PowerPoint) and VIP/executive users with priority handling.
• Perform IMACD activities: deploy devices, set up workstations, run hardware refresh and secure disposal of obsolete devices.
• Manage device inventory and asset lifecycle, maintain CMDB records, and coordinate repairs and warranty replacements with vendors.
• Create, modify and disable user accounts; support Active Directory, Azure AD, Microsoft Entra ID and MFA; handle password resets and access requests.
• Log and resolve incidents and service requests in ServiceNow, meet SLAs and escalate unresolved issues.
• Follow customer security policies, support endpoint security and patch compliance, and report security incidents.
• Update SOPs, known-error documentation and incident records.
• Communicate with Swiss and European users in French and Spanish, and help translate requirements and incident details.

Required profile

• Degree or diploma in IT with 3-6 years of desktop or field support experience.
• Preferred: ITIL Foundation, global customer support, asset management and executive support.
• Language: spoken and written English, French and Spanish mandatory.

Required skills

• Windows 10/11, Microsoft 365, Active Directory, Azure AD, Intune, ServiceNow, VPN, networking, Teams/Zoom/WebEx.