Your mission
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 qualification
2–3 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; Dutch is a plus
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