System Support Analyst

About the role

Reporting to the Operations Lead for Europe & New Markets, the System Support Analyst optimizes employee productivity by supporting desktop applications and services within the Infrastructure & Operations team. The role is the main contact for day-to-day GTS support for on-site and remote users, including executives, in a Windows enterprise environment. It is a hands-on technical role supporting regulated applications such as GxP and G&A systems.

Key responsibilities

• Provide technical support for Windows 11 and Microsoft Office applications, and troubleshoot Microsoft Intune and mobile device management issues.
• Troubleshoot conferencing platforms and equipment, including Zoom, Microsoft Teams and Polycom audiovisual systems.
• Build, configure, patch, maintain, repair and manage employee systems, and provide system administration support for enterprise infrastructure applications.
• Support laptops and mobile devices on Windows, macOS, Android and iOS, and shared resources such as printers, workstations, conference rooms and projectors.
• Provide remote user support by telephone and remote management tools, and support town hall-style events.
• Translate technical information into clear, user-friendly language and ensure Service Level Agreement performance standards are met.
• Coordinate with GTS groups to resolve incidents and requests, act proactively on pending issues, and work autonomously while developing technical skills.

Required profile

• Four or more years of experience as a Support Specialist, System Administrator or in Executive Support; executive support experience is required.
• Fluent English; French or German is an advantage.
• Experience with ServiceNow or another ITSM tool.
• Strong administration, communication, teamwork, adaptability, analytical thinking, problem-solving, planning and organizational skills.

Required skills

• Windows 11, Microsoft Office 365, AWS, SCCM, Microsoft Intune, Active Directory, Polycom, Microsoft Teams, Zoom, macOS, Android and iOS.

Travel is occasional (less than 10%). Salary range in Switzerland: 98,600 to 123,200 CHF.