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End User Support Technician

Req ID:  17325
Publié le: 

Prilly_Floris (CH01), Suisse

Département:  Group Finance & Risk Department (50005202)
Fonction:  Information Technology

SICPA - Together with you we achieve excellence!


To strengthen our very dynamic team  supporting SICPA end users, we are looking for a:





Help Desk and Second Level Support 


  • Be part of Global Service Desk delivering first line support for all SICPA employees during business hours
  • Monitor and process users requests by gathering  information from different communication channels (e-mail, phone, ticketing tool)
  • Deliver IT support as Second Line Support for installing, maintaining and servicing IT related products: computers, software, systems, printers, mobile devices etc. 
  • Apply all security measures recommended by Cyber Security department
  • Day to day solving problems of the end users, analyses the criticality/priority of these problems and treats them accordingly
  • Improve the day-to-day activities in reducing risks and improve the efficiency


IT Documentation, Training and Knowledge


  • Create, update and publish IT related documentation (including process and procedures) 
  • Contribute to the training of new IT team members and Local IT
  • Maintain the  Configuration Management Database (CMDB) of all IT related items
  • Manage and track assets to ensure the compliance with licensing and hardware warranties
  • Manage IT third party interactions
  • Contribute to installing servers into the Data Center




  • Lead and participate in projects in order to improve the overall service provided
  • Coordinate with Third Line Support - Digital Work Place to perform in Deep troubleshooting activities




  • Technical CFC in a technology related field of study
  • Over 3 years of relevant experience as an IT end-user support technician
  • Knowledge of MS Office 365, Windows 10  and common corporate Software and Hardware
  • Proficiency in Windows operating system environment, System Center Configuration Manager ( SCCM) and familiar with Apple Mac 
  • ITIL certified is mandatory
  • Experience in Project Management is a plus
  • Excellent communication and interpersonal skills with high level of diplomacy, customer focused
  • Ability to collaborate with global teams across multiple countries
  • Highly service oriented with excellent customer facing skills and well organized
  • Ability to learn new technologies and to enforce procedures and policies
  • Fluent in written and spoken English and French


• Our success comes from our highly skilled and talented employees
• Respectful entrepreneurship and long-term vision are key for success
• Our people contribute to a more secure world
• Diversity at all levels of an organisation is a strength




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