IT Service Management Specialist - IT Support (100%)

Your mission

Main tasks

• Managing the IT hotline (first-level support): providing assistance, processing error reports and troubleshooting, with telephone, on-site and remote support, including for our EU sites
• Working closely with KLK Group IT on escalation, resolution and alignment with global IT standards, tools, platforms and support processes, and harmonising IT support processes across our EU sites
• Ensuring smooth IT support, coordinating field service employees, supporting second-level support and escalating hardware issues to vendors
• Setting up, installing and relocating PCs, laptops and phones (including onboarding, offboarding and internal transfers) and creating, modifying and deleting user accounts
• Ensuring end-user devices comply with global endpoint configuration, security and patching standards
• Assisting with server maintenance and data backup in coordination with the IT Infrastructure Specialist and performing basic network tasks (e.g. VLAN assignment)
• Creating technical documentation (manuals, installation instructions, etc.)
• Performing administrative tasks within the IT department and participating in IT projects
• Ensuring GMP compliance within your area of responsibility (proper signing, deviation reporting, change control) and supporting compliance, security and audit activities

Special requirements

• Willingness to take part in the on-call duty rotation
• Occasional travel to our EU sites (if required)
• Mutual deputising with the IT Infrastructure Specialist

Your profile

• Completed IT apprenticeship (e.g. Informatiker/in EFZ, ICT-Fachmann/-frau EFZ) or a comparable qualification
• 2–3 years of experience in first- and/or second-level IT support, ideally in an industrial or production environment
• Solid knowledge of Windows clients, Active Directory, Microsoft 365, endpoint management (e.g. Intune), ticketing systems and IT hardware, as well as a good understanding of business IT infrastructure and basic networking (LAN, VLAN, Wi-Fi)
• An advantage: knowledge of telephony/PABX and mobile devices, server and backup environments and ITIL (e.g. ITIL Foundation); experience in a GMP-regulated environment
• Very good command of German and English; Dutch is a plus
• Customer-oriented team player with strong communication skills in a multicultural environment; structured, reliable, flexible and resilient, with initiative and a willingness to learn

Our offer

• A varied role at the heart of our IT, with direct contact with colleagues across all functions and sites
• An international environment with cross-site projects in Switzerland and the Netherlands and close collaboration with KLK Group IT
• Targeted training and certifications, with the opportunity to grow into the role of deputy to the Lead EU IT Service Management
• Flexible working hours and home office options where operations allow
• Modern employment conditions and attractive social benefits
• Place of work: Hedingen (ZH); start date by agreement