2nd Level Support in Italienisch 80% - 100% (m/w/d) — dormakaba

Full description

Become part of our team As a global company with clear growth goals, we are looking for a 2nd Level Supporter EAD (m/f/d) – Electronic Access & Data for our location in Switzerland immediately or by appointment. As an employee in 2nd Level Support EAD, you will be responsible for the technical processing of fault reports that the help desk escalates to you: You will analyze errors on customer systems, communicate directly with customers by telephone and email, establish remote connections and plan and verify the troubleshooting together with the customer. As a specialist, you will also be involved in our on-call organization (approx. one week in 12-week cycles).

Your tasks

• Analysis and elimination of faults on customer systems, mainly via remote maintenance.
• Carrying out updates, parameterizations and functional checks of the software and the connected peripheral devices.
• Competent advice to end customers on technical inquiries – by telephone, email and in the ticket system.
• Proactive, professional customer communication and solution-oriented processing of open tickets in compliance with the agreed SLAs.
• Close collaboration with helpdesk, technical consultants, engineering interfaces as well as field, hardware and software technicians.
• Coordination with customer IT, specialist partners and other specialists for more complex problems.
• Support software and hardware technicians and partners in troubleshooting.
• Adaptation and creation of system documentation as well as ensuring current documentation of customer systems.
• Complete and traceable reporting of all work carried out and expenses in the ticket system.

Your profile

• Completed basic training as a computer scientist EFZ or further training or training at HF/FH level.
• Several years of professional experience in IT software support or access technology, ideally at least 3 years.
• Experience in Windows and network environments as well as with SQL databases, ideally 2-4 years.
• In-depth knowledge of analyzing and resolving technical faults on customer systems.
• Experience in remote maintenance and technical support of software and hardware systems.
• Strong customer and service orientation as well as enjoyment of direct communication with customers and partners.
• Independent, structured and solution-oriented way of working as well as a high sense of responsibility.
• Good communication and coordination skills when dealing with internal and external interfaces.
• Good knowledge of German or English
• Knowledge of Italian is a must.
• Willingness to take on on-call duty (approx. one week in 12-week cycles).
• Openness to taking on new tasks as the portfolio expands.

What we offer

• Best prospects in an internationally successful company with a family corporate culture.
• A motivated and competent team that looks forward to your support.
• Exciting and varied tasks in technical support and in the field of modern access solutions.
• High level of personal responsibility in analyzing and solving complex technical problems.
• A diverse area of ​​responsibility with close collaboration with helpdesk, engineering, field service and other specialists
• Transparent development opportunities.

Who we are For every place that matters. From automatic doors to cloud-based access management, as a global leader in access solutions for schools, banks, airports, hospitals, hotels and more, we enable safe and sustainable places where people can move seamlessly. With over 160 years of experience and a clear focus on excellence and innovation, we offer exciting opportunities for development in an environment where you can make a real difference. At dormakaba you are encouraged to show initiative, develop your skills and shape your career together with 16,000 experts worldwide who set new standards in the industry every day.

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