Language Skills (Mandatory): • Fluent French language proficiency (spoken and written) is mandatory. • Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French. • Strong English communication skills for collaboration with global support teams and internal stakeholders. • Knowledge of German and/or Italian will be considered an added advantage. • French language proficiency (B2/C1 level or equivalent) is mandatory. • Key Responsibilities • Act as the first point of contact for all IT-related incidents and service requests. • Log, categorize, prioritize, and track tickets using the ITSM tool. • Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications. • Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles. • Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required. • Monitor ticket queues and ensure SLA compliance. • Communicate effectively with Swiss users through phone, email, chat, and ticketing systems. • Maintain accurate documentation of incidents, resolutions, and workarounds. • Participate in shift handovers and operational reviews. • Contribute to knowledge management and continuous service improvement initiatives. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures • Create and update support documentation in accordance with standards to improve future troubleshooting efforts • Follow ITIL-based processes for Incident, Request, and Problem Management. Required Skills & Qualifications • Bachelor's degree or diploma in Computer Science, IT, or related field. • Experience in IT Service Desk or Technical Support. • Good understanding of: • Windows 10/11 • Microsoft 365 (Outlook, Teams, OneDrive) • Active Directory • VPN and Remote Access Solutions • Network fundamentals (LAN/WAN/Wi-Fi)