Onsite Deskside Support - Zug, Switzerland

ph3Introduction /h3 pAt Slipstream, we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations. Slipstream’s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth. /p h3Responsibilities /h3 ul liProfessional fluency in both German and English, written and verbal, is a must. /li liAnticipate and/or elevate issues proactively to ensure quick response/resolution times. /li liAcquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers. /li liAdhere to ticketing processes and document issues appropriately and in a timely fashion. /li liFocus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks. /li liDemonstrate advanced knowledge of ITIL concepts. /li liRetrieve passwords from password tool. /li liEnsure compliance with Synoptek’s document security standards and policies. /li liRemain quality conscious via phone and email with both technical and non‑technical customers. /li liWrite formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team. /li liManage audience expectations by specifying actions and their expected timeline. /li liEnsure compliance with the client’s code of business ethics, standards, and policies. /li liUse advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more. /li liEvaluate issues to determine the problem and identify the source and possible solutions using critical thinking skills. /li liDraw connections between various aspects of a problem, and propose viable solutions that have been tested. /li liNavigate the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service. /li liAfter solving an issue, review the troubleshooting to achieve more efficiency in the future. /li liUse and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in issue resolution and increase efficiency. /li liThis position may require on call work and/or the need to work off hours. /li /ul pSlipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time. /p pThis job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. /p /p #J-18808-Ljbffr