Help Desk Engineer (80-100%)

Job description

About the role

We are looking for a hands-on, customer-focused Help Desk 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

• First and second level support for internal users via ticketing system, e-mail and personal requests
• Solving hardware/software issues related to Windows, Microsoft 365, Teams and mobile device management
• Management and maintenance of users and groups in Microsoft Entra ID (Azure AD), Exchange Online and issuing of authorizations
• Support with onboarding/offboarding processes, including hardware setup, account provisioning and access configuration
• Troubleshooting problems with the company WLAN, network connection, VPN and Citrix environments
• Initial support for internal core banking systems, escalation of problems to application specialists as required
• Monitoring IT tickets and SLA performance, ensuring timely traceability and resolution
• Tracking and managing IT assets, maintaining inventories and coordinating replacements or upgrades
• Creation and maintenance of 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 operating procedures and contributing to internal audits
• Participation in 24/7 on-call rotation to support banking incidents and critical system alerts outside core hours
• Out-of-hours support for release management and planned change activities
• Hands-on support for meeting room technology, video conferencing tools and AV equipment
• Support internal events, including setup, troubleshooting and live tech support as needed

Requirements

Required

• 1-3 years' experience in a helpdesk or IT support role, ideally in a financial, regulated or security-oriented environment
• Solid knowledge of Microsoft 365, 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 skills, excellent communication and a proactive, structured approach
• Fluent in English (written and spoken); German is a plus

Nice to Have

• Experience in regulated industries such as banking, fintech or insurance
• Exposure to PowerShell scripting and basic automation tasks

We offer

(No specific information available)