Help Desk Engineer (80-100%)

Job description

About the role

We are looking for a hands-on, customer-focused Helpdesk Engineer to join our IT Operations team in Zurich. This role is critical to providing secure, reliable and user-friendly support to our growing internal user base. You will be the first point of contact for IT issues and provide high quality service whilst maintaining the standards expected in a regulated banking environment.

Tasks

• Act as first and second level support for internal users via ticketing system, email and personal requests
• Solve hardware/software issues related to Windows, Microsoft365, Teams and mobile device management
• Manage and maintain users and groups in Microsoft Entra ID (Azure AD), Exchange Online
• Support onboarding/offboarding processes, including hardware setup, account configuration and access configuration
• Solve problems with the company WLAN, network connection, VPN and Citrix environments
• Provide initial support for internal core banking systems and escalate issues to application specialists
• Monitor IT tickets and SLA performance and ensure timely follow-up and resolution
• Track and manage IT assets, maintain inventory and coordinate replacements or upgrades
• Create and maintain IT documentation and knowledge base articles
• Contribute to process improvement and automation initiatives, especially related to user lifecycle and device configuration
• Support security compliance efforts by following operational procedures and contributing to internal audits
• Participate in 24/7 on-call service to support banking incidents and critical system alerts outside core hours
• Provide support for release management and planned change activities outside of regular working hours
• Deliver hands-on support for meeting room technology, video conferencing tools and AV equipment
• Support internal events, including setup, troubleshooting and live tech support

Requirements

Essential

• 1-3 years' experience in a helpdesk or IT support role, ideally in a financial, regulated or security-oriented environment
• Solid knowledge of Microsoft365, Windows 10/11 and Active Directory/ Entra ID
• Experience with end device management using Intune or a similar MDM tool
• Familiarity with collaboration platforms (Teams), VPN/Citrix and WLAN troubleshooting
• Basic experience with business-critical applications (e.g. core banking systems or trading systems)
• Strong customer service

We offer

(no explicit benefits mentioned)