Desktop Support Engineer

Greetings from Response Informatics!!

We are currently hiring a Deskside Support Engineer for an exciting client engagement.

Role: Deskside Support Engineer

Location: Geneva, Switzerland (5 Days Onsite)

Positions: Permanent FTE

Languages: English and French

We are looking for an experienced Senior Desk Side Support Engineer to provide onsite and remote IT support services for users across Switzerland and global business locations. The ideal candidate will have 7–9 years of experience in End User Computing (EUC), Desktop Support, and Workplace Services, along

with fluency in English and Spanish. The role requires supporting a multicultural workforce, handling VIP users, ensuring compliance with Swiss corporate standards, and providing high-quality technical support in a fast-paced enterprise environment.

Key Responsibilities

End User Support

Provide Level 2 and Level 3 desk-side support for desktops, laptops, mobile devices, and peripherals.
Troubleshoot hardware, software, operating system, and connectivity issues.
Support Windows 10/11, Microsoft 365 applications, and enterprise productivity tools.
Manage incidents and service requests through ServiceNow or equivalent ITSM platforms.
Ensure SLA and KPI adherence for incident resolution and user satisfaction.
Workplace & Collaboration Support
Support Microsoft Teams, Zoom, Cisco Webex, and meeting room technologies.
Provide support for conference room devices, Teams Rooms, and audiovisual equipment.
Manage workstation setups, desk moves, IT onboarding, and offboarding activities.
Support printer infrastructure and secure printing solutions commonly used in Swiss offices.
VIP & Executive Support
Deliver white-glove IT support for executives, leadership teams, and business-critical users.
Ensure minimal downtime and prioritize business-critical incidents.
Support executive meetings, boardrooms, and high-profile events.
Infrastructure & Endpoint Management
Deploy, configure, and maintain endpoint devices using Intune, SCCM/MECM, and imaging tools.
Support Active Directory, Azure AD, Exchange Online, and Microsoft Entra ID.
Perform asset management, inventory control, and lifecycle management.
Support patch management, software distribution, and endpoint security compliance.

Global Service Delivery

Provide bilingual technical support in English and French.
Coordinate with global infrastructure, network, cloud, and cybersecurity teams.
Participate in major incident management and problem management activities.
Create and maintain technical documentation and knowledge articles.

Switzerland-Specific Responsibilities

Multi-Language Environment Support
Support users across German-speaking, French-speaking, Italian-speaking, and international business units.
Work effectively with multicultural teams and global stakeholders.

Regulatory & Security Compliance

Adhere to Swiss data privacy regulations and corporate security standards.
Support secure handling of devices and sensitive business information.
Ensure compliance with banking, pharmaceutical, manufacturing, or financial industry requirements where applicable.

Site & Branch Support

Support multiple Swiss office locations and remote users.
Coordinate with local vendors for hardware replacement and maintenance services.
Assist with office relocations, expansions, and technology refresh projects.
Common Switzerland-Specific Issues to Handle

The candidate should have experience addressing challenges commonly encountered within Swiss enterprise environments:

Network & Connectivity
VPN connectivity issues for remote workers across Switzerland and Europe.
Wi-Fi performance and authentication issues in multi-floor office locations.
International connectivity issues affecting global collaboration platforms.

Language & Localization

Supporting users operating in English, Spanish, German, French, and Italian environments.
Managing multilingual operating systems and application configurations.
Keyboard layout and localization troubleshooting.
Executive & Financial Sector Support
High-priority incidents for banking and financial services users.
Secure access troubleshooting involving MFA, VPN, and smart card authentication.
Support for trading floor, finance, and executive meeting room technologies.

Mobility & Hybrid Work

Mobile device synchronization issues (iOS and Android).
Microsoft Teams and Zoom performance issues during hybrid meetings.
Secure remote access challenges for home-based employees.
Hardware & Endpoint Issues
Laptop hardware failures and warranty coordination.
Printer and secure print release issues.
Docking station, monitor, and peripheral connectivity problems.
Compliance & Security
BitLocker recovery and encryption-related issues.
Endpoint protection alerts and remediation support.
Access request management and identity verification processes.

Required Skills & Technical Expertise

7–9 years of Desk Side Support, Desktop Support, or End User Computing experience.
Experience supporting enterprise environments with 1,000+ users.
Proven experience supporting VIP and Executive users.
Experience working in multinational and multilingual environments.
Experience supporting Swiss, European, or global offices preferred.
Operating Systems & Workplace Technologies
Windows 10/11 Administration
Microsoft 365 Suite
Microsoft Teams /Exchange Online
OneDrive for Business/ SharePoint Online
Identity & Device Management/ Active Directory/Azure Active Directory / Microsoft Entra ID
Microsoft Intune / SCCM/MECM
Group Policy Management
Networking/TCP/IP Fundamentals /DNS, DHCP
VPN Technologies/ Wireless Troubleshooting / Remote Access Solutions
IT Service Management / ServiceNow
Remedy/Jira Service Management
ITIL Framework
Preferred Certifications
ITIL Foundation v4
Microsoft Certified: Modern Desktop Administrator Associate
Microsoft 365 Administrator Certification
Azure Fundamentals (AZ-900)
CompTIA A+/ CompTIA Network+
MD-102 Endpoint Administrator Associate

Soft Skills

Fluent English and French communication skills.
Strong customer service orientation.
Ability to work independently in a multinational environment.
Excellent stakeholder and vendor management skills.
Strong analytical and troubleshooting capabilities.
Professionalism while supporting executive-level users.
Key Success Metrics
SLA Compliance >95%
High Customer Satisfaction (CSAT)
First-Time Fix Rate
Executive User Satisfaction
Endpoint Compliance and Security Adherence
Asset Accuracy and Inventory Management

Exigences ajoutées par l’auteur de l’offre d’emploi

• Autorisé(e) à travailler dans : Switzerland