Deskside/Tech bar & VIP Support Specialist

Monitor intake channels (phone calls, texts, emails, Slack, ServiceNow tickets) to respond quickly to user issues.
Provide face-to-face support to VIPs, resolving technical problems or escalating as needed to restore service efficiently.
Offer customer service, troubleshoot computer issues, and provide hardware and application support.
Perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks.
Provide deskside support to employees for hardware, software, network, and other IT-related issues.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to email messages, phone calls, and ServiceNow tickets for clients seeking help.
Provide remote support and resolve tickets within the agreed SLA and with high customer satisfaction.
Image and deploy new laptops/desktops and install authorized software.
Document, track, and monitor incidents using ServiceNow or similar systems.
Support hardware, peripherals, enterprise software, device provisioning, re-imaging, and international travel device support.
Assist with IMAC (installs, moves, adds, changes) activities and technology upgrades.
Ensure compliance with security and confidentiality policies.
Support Audio-Visual conferencing technology and live meeting streaming services.
Collaborate with cross-functional teams to improve support and user satisfaction.
Perform password resets and provide user account support.
Participate in Depot support, including hardware replacement and configuration.
Perform Asset Management, tracking inventory, asset tagging, and ensuring lifecycle compliance.

Essential Skills

Expertise in supporting End User Computing hardware and software (Windows and Mac), mobile devices, printers, MS Office, remote access, video conferencing, and VDI
Experience with tools like Active Directory, SCCM, JAMF, Nexthink, and similar platforms
Strong subject matter expertise in hardware troubleshooting, reimaging, data migration, and break-fix activities
Ability to manage workload efficiently and resolve executive-level technical issues promptly
Strong organizational, documentation, and analytical skills
Excellent communication skills with the ability to explain technical issues clearly to executives
Willingness to handle physical tasks like moving IT equipment and carrying device boxes
Proficiency in system administration tasks and supporting enterprise technology services
Ability to work independently and as part of a team in a fast-paced environment
Strong customer service focus and commitment to delivering high-quality technical support
Familiarity with ServiceNow or similar ITSM tools
Ability to multitask, prioritize tasks, and manage time effectively
Understanding of ITIL processes and best practices

Required Qualification

Bachelor’s degree in computer science, Information Technology, or related field (or 2+ years of additional experience
3 to 5 years' experience in a Deskside Support role, with at least 3 years in face-to-face support
3+ years supporting both Mac and Windows platforms
Networking skills (VLANs, DHCP, DN
The language requirements are: Fluent local speaker of Dutch and English at business level

Preferred Qualifications

Industry certifications such as A+ and AC
MT.Desktop Support or Customer Service Certification
ITIL Foundations Certification
Hardware repair and OEM certification
Experience with ServiceNow ITSM to also

Swiss IT Solutions CH GmbH vacatures

Technical Specialist

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