The Desktop Support Technician plays a vital role in enabling employees to do their best work by ensuring they have reliable technology, responsive support, and a seamless IT experience. We currently have 2 openings, one in Lausanne and one in Warsaw. As the primary IT point of contact for a local office of approximately 30 employees (Warsaw) or 250 (Lausanne), this role combines hands-on technical expertise with exceptional customer service.
You will be responsible for troubleshooting hardware and software issues, maintaining and deploying IT equipment, and proactively resolving technical challenges that impact day-to-day operations. Beyond providing support, you'll contribute directly to employee productivity, workplace efficiency, and the overall success of the organization by creating a smooth and dependable technology environment.
This is an excellent opportunity for a service-oriented IT professional who enjoys building strong relationships with end users, taking ownership of local IT operations, and making a visible impact across the business
Nature of Impact
• High level of customer satisfaction as measured by feedback surveys.
• Reduced downtime due to efficient troubleshooting and problem resolution.
• Accurate and up-to-date inventory management.
• Successful deployment and maintenance of IT equipment.
• Effective training sessions leading to fewer support requests.
• Meeting or exceeding SLAs for response and resolution times.
Key Responsibilities
• Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).
• Provide a high standard of IT Services Support onsite and remotely.
• Configure and deploy desktops, laptops, and mobile devices.
• Provide input on IT strategies and OKRs related to support efficiency.
• Utilize and contribute to IT support documentation and SOP’s.
• Assist with network connectivity issues.
• Maintain an accurate inventory of all IT equipment and software licenses.
• Administer and grant Access Permissions to users.
• Onboard new starters and deliver IT Inductions.
• Provide end-user training and support for IT systems and applications.
• Collaborate with other IT team members to improve support processes.
• Support and contribute to both internal and external company events.
• Use JSM (Jira Service Management) ticketing system to communicate with users and provide updates.
• Ensure all tickets are resolved within defined SLA’s (Service Level Agreements).
• Provide AV support in Meeting Rooms.
• 3-5 years of experience in a desktop support or similar role.
• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Familiarity with network configurations and protocols.
• Experience with operating systems (Windows, macOS, iOS).
• Knowledge of IT security best practices.