L1 Field Support Engineer

Job Description: Level 1 IT Support Engineer

Location: Geneva, Switzerland

Position: Level 1 IT Support / Service Desk Engineer

Experience: Entry-level to 2 years (depending on client requirements)

Languages: English; French is an advantage and may be mandatory depending on the client

1. Company Overview

The company provides IT support and technology services to business clients, helping maintain reliable IT operations, end-user productivity, and efficient technical support. The Level 1 Support Engineer will serve as the first point of contact for users experiencing IT-related issues, ensuring timely troubleshooting, accurate ticket documentation, and escalation of unresolved incidents.

Note: This is a generic company overview. The actual company name and verified company review can be added once the client is identified.

2. Major Responsibilities

First-Level IT Support: Act as the first point of contact for employees facing IT-related issues and provide support via phone, email, ticketing systems, or in person.
Hardware Troubleshooting: Diagnose and resolve basic issues involving desktops, laptops, monitors, printers, keyboards, and other peripherals.
Software Support: Troubleshoot Windows operating systems, Microsoft 365, Outlook, Teams, and other business applications.
Incident and Ticket Management: Log, categorize, prioritize, update, and close incidents in the service desk ticketing system.
User Account Management: Assist with password resets, account unlocks, user access requests, and basic Active Directory or Microsoft Entra ID tasks, following approved procedures.
Network Troubleshooting: Perform initial checks for internet connectivity, Wi-Fi, VPN, DNS, DHCP, and basic TCP/IP issues.
Remote and Onsite Support: Help users resolve technical problems remotely or provide hands-on support at the Geneva office.
IT Equipment Setup: Assist with workstation installation, laptop configuration, software installation, and equipment replacement.
Incident Escalation: Escalate unresolved or complex technical issues to Level 2 or specialist teams with complete troubleshooting notes.
Documentation: Maintain accurate ticket records and follow established IT support procedures.
Customer Service: Communicate professionally with users, provide timely updates, and ensure a positive support experience.

These responsibilities are consistent with Level 1 support roles advertised in Geneva.

3. Required Technical Skills

Basic knowledge of Windows 10/11 and Microsoft 365.
Familiarity with Outlook, Teams, printers, and computer hardware.
Basic understanding of networking, TCP/IP, DNS, DHCP, and VPN.
Knowledge of ticketing tools such as ServiceNow, Jira Service Management, or similar platforms.
Basic understanding of Active Directory and user access management.
Good troubleshooting, documentation, and problem-solving skills.

4. Candidate Requirements

IT diploma, degree, or relevant technical qualification preferred.
Previous experience in IT support, helpdesk, or service desk is an advantage.
Strong communication and customer service skills.
Ability to work independently and as part of a team.
Professional attitude, patience, and willingness to learn.
Language requirement: French and English are commonly requested for Geneva-based support positions, but the exact levels depend on the client. Some roles require fluent French and English.

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

• Autorisé(e) à travailler dans : Switzerland

• Plus de 4 ans d’expérience professionnelle en Windows