IT Service Management Specialist - IT Support (100%)

Job summary

In this position, you will be the first point of contact for all IT questions from our employees at our Hedingen site and provide support to our other European sites. Reporting to the Lead EU IT Service Management, you will run the IT hotline, look after end-user devices and accounts throughout their lifecycle and work closely with KLK Group IT in Malaysia to harmonise support processes. The role requires a hands-on, structured and customer-oriented way of working.

Main tasks

• Managing the IT hotline (first-level support): providing assistance, processing error reports and troubleshooting, with telephone, on-site and remote support, including for our EU sites
• Working closely with KLK Group IT on escalation, resolution and alignment with global IT standards, tools, platforms and support processes, and harmonising IT support processes across our EU sites
• Ensuring smooth IT support, coordinating field service employees, supporting second-level support and escalating hardware issues to vendors
• Setting up, installing and relocating PCs, laptops and phones (including onboarding, offboarding and internal transfers) and creating, modifying and deleting user accounts
• Ensuring end-user devices comply with global endpoint configuration, security and patching standards
• Assisting with server maintenance and data backup in coordination with the IT Infrastructure Specialist and performing basic network tasks (e.g. VLAN assignment)
• Creating technical documentation (manuals, installation instructions, etc.)
• Performing administrative tasks within the IT department and participating in IT projects
• Ensuring GMP compliance within your area of responsibility (proper signing, deviation reporting, change control) and supporting compliance, security and audit activities

Special requirements

• Willingness to take part in the on-call duty rotation
• Occasional travel to our EU sites (if required)
• Mutual deputising with the IT Infrastructure Specialist

Your profile

• Completed IT apprenticeship (e.g. Informatiker/in EFZ, ICT-Fachmann/-frau EFZ) or a comparable qualification2–3 years of experience in first- and/or second-level IT support, ideally in an industrial or production environment
• Solid knowledge of Windows clients, Active Directory, Microsoft 365, endpoint management (e.g. Intune), ticketing systems and IT hardware, as well as a good understanding of business IT infrastructure and basic networking (LAN, VLAN, Wi-Fi)
• An advantage: knowledge of telephony/PABX and mobile devices, server and backup environments and ITIL (e.g. ITIL Foundation); experience in a GMP-regulated environment
• Very good command of German and English
• Customer-oriented team player with strong communication skills in a multicultural environment; structured, reliable, flexible and resilient, with initiative and a willingness to learn

Our offer

• A varied role at the heart of our IT, with direct contact with colleagues across all functions and sites
• An international environment with cross-site projects in Switzerland and the Netherlands and close collaboration with KLK Group IT
• Targeted training and certifications, with the opportunity to grow into the role of deputy to the Lead EU IT Service Management
• Flexible working hours and home office options where operations allow
• Modern employment conditions and attractive social benefits
• Place of work: Hedingen (ZH); start date by agreement