The Distrelec Group is one of Europe's leading distributors for electronics, automation, measurement technology, IT and accessories, serving B2B and B2C customer segments in over 20 European countries. Approximately 550 employees throughout Europe provide competent customer support and technical advice. Distrelec was founded in Switzerland in 1973 and is part of the RS Group.
Key responsibilities:
- Receive and respond to customer inquiries via multiple communication channels including face to face, ticketing system, call/e-mail with prompt, accurate, and courteous replies.
- Logging and tracking the details of customer requests and problems as tickets.
- Identify the types, categories, severity, and urgency of the ticket.
- Provide technical/non-technical support to customers.
- Provide remote support and/or remote maintenance to the end users.
- Control and follow up customer tickets to comply with customer's Service Level Agreement.
- Act as a further escalation point for unresolved or escalated calls within the IT team
- Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
- Escalate the ticket to the correct team/supervisor to ensure that SLA’s are met
- Maintain and/or Update customer information in the Service Desk System.
- Participate and assist in driving knowledge management process.
- Others as assigned by Project Manager/Team Lead
- Act as cover and be prepared to learn to support the businesses warehouse system
Your Profile:
The ideal candidate for this position will have minimum of 2 years of experience performing a support role. They will posses strong troubleshooting skills and be customer focussed. A desire to learn and own issues to resolution is key.
Key skills are as follows:
- Experience in Windows 10/11 Administration & Support
- 1st /2nd Line Support; Active Directory Administration, new user creation (User Accounts, O365 Mailboxes)
- Networking knowledge covering patching, switches, competent understanding of LAN’s and Wi-Fi
- Fluency in German and English
- Strong communication and customer service skills
- Ability to quickly learn new applications and technologies
- Ability to install, configure, upgrade and relocate PC hardware, software and print devices.
- Strong troubleshooting skills
- Cable management / desk setup
- Desire to learn and own issues to resolution
- Strong troubleshooting and problem-solving skills for MS Windows platforms.
- Microsoft Office 365 experience
- iOS/Mac OSX knowledge desirable
- Basic Administration of O365, Server and MDM/Intune technologies.
- Any Microsoft/ITIL qualifications would be an advantage
An exciting and varied challenge awaits you in a dynamic company. Your workplace in Nänikon near Uster has excellent public transportation connections, and we are happy to offer you a parking space if needed. Our progressive employment conditions in a future-oriented and vibrant environment, as well as an open corporate culture shaped by our values, characterize this position.
Only direct applications will be considered.