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IT Support Technician (L3)

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Cognizant Technology Solutions AG
IT Support Technician (L3)

IT Support Technician (L3)

Location: Zurich, Switzerland

Working hours: normal office hours

Type: permanent

Industry: social media

Responsibilities:

The General IT Support Technician(L3) will be required to support each line of business on a dedicated basis.

  • Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, remote connection software, chat, and email
  • Flexible, able to multitask, and prioritize reported issues
  • Provide a high level of customer service to users seeking problem resolution
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in internal ticketing systems
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.
  • Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
  • Proven experience in end-user network troubleshooting tools and practices, including basic understanding of network infrastructure
  • Act as the local escalation point for level 1 and level 2 technicians. Be a liaison for escalations to the local or regional FTE and cross-functional partners.

Required skills:

  • Proficiency in English, excellent task management, verbal, and written communication skills
  • Able to effectively communicate resolution expectations set by escalation partners to end users
  • Flexible, able to multitask, and prioritize reported issues
  • Loves working in a team-oriented environment but able to work autonomously
  • Must be comfortable working in a fast-paced, demanding environment
  • Familiarity with Fault Domain Isolation troubleshooting

Please apply on the career site or send your CV to Click to send email

Address

Cognizant Technology Solutions AG
Ms Noemi Fenyvesi
Recruitment Manager
XING: https://www.xing.com/profile/Noemi_Fenyvesi

Website http://www.cognizant.ch

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