Infrastructure Support (IT Helpdesk)
Bioggio, Ticino, Switzerland
Reporting directly to the Infrastructure Support Supervisor, the Infrastructure Support will provide all Guess EMEA Region user support and customer service on company supported applications and platforms.
The role will also troubleshoot problems and advise on the appropriate action, performing daily activities and operation commonly performed by Infrastructure Support Team.
Core Responsibilities
Respond to requests for technical assistance in person, via phone, electronically
Monitor and respond quickly and effectively to requests received through the IT help desk ticketing
Diagnose and resolve technical hardware and software issues
Research questions using available information resources
Advise user on appropriate action
Follow standard helpdesk procedures
Log all helpdesk interactions
Administer helpdesk software
Redirect problems to appropriate resource
Provide user support, including desktops/laptops, servers, phones, printers and system security
Provide on-going system related training for new and current employees
Recommend system or software tools that can be used to fulfill user’s needs
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity report
Perform daily activities and operation commonly performed by Infrastructure Support Team
Stay current with system information, changes and update
Requirements
Minimum 2-3 years of experience in the same role
Good Knowledge of Clients OS (Windows and MAC)
Knowledge Active Directory, Entra ID and Windows Server Services
Knowledge of Microsoft SCCM and Intune
Good Knowledge of common Application Package (i.e. Office, Adobe, etc…)
Good Knowledge of Mobile devices and MDM
Knowledge of common IT user and user environment best practice
Passion and attitude in user support, customer service and problem solving
Excellent time management and attention to detail
Working on cross-functional and multi-national teams
Working in a critical/stressful environment
Strong interpersonal and communication skills
Fluent in English
Benefits
An International, fresh and dynamic working environment
Physical & Mental Health programs, sustainable projects and workshop promoted by Guess Cares
Arts, sports and social events outside the office, thanks to our Guess Fun activities!
Training & Development platform and paths
Discount on our products both online and in stores
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