Modern Workplace Support Specialist

Handle workplace-related incidents and service requests. Support users on Microsoft 365 services such as Outlook, Exchange Online, Teams, SharePoint and OneDrive. Manage common user administration tasks such as accounts, groups, licenses, MFA, shared mailboxes and distribution lists. Troubleshoot workplace issues related to Windows, Office applications, VPN, printers, peripherals and business applications. Analyze application-related issues, for example when an application does not start, access is blocked or the behavior is abnormal. Ensure clear and regular communication with users. Qualify, prioritize, document and follow up tickets until resolution or escalation. Escalate issues to the appropriate technical teams with clear context and actions already performed. Contribute to the creation and maintenance of internal documentation and knowledge base articles. Proactively suggest improvements to increase support quality and user satisfaction.

ELCA Cloud Services is the cloud specialist within ELCA Group. We support Swiss-based companies in their digital transformation journey by providing reliable, secure and high-quality managed services. As part of our Modern Workplace activities, we support our customers in their daily use of Microsoft 365, workplace devices, collaboration tools and business applications. Our goal is to provide smooth and efficient digital workplace experience to end users.

• 2 to 4 years of experience in IT support, Service Desk, or Modern Workplace support.

• Experience with Outlook, Exchange Online, Teams, SharePoint and OneDrive support.

• Experience with user account management, access rights, MFA, licenses, shared mailboxes and distribution lists.

• Good troubleshooting skills on Windows and Office applications.

• Ability to understand and analyze simple application issues.

• Experience with a ticketing tool such as GLPI, DeskPro or another ITSM solution.

• Ability to document your work clearly and accurately.

• A structured, reliable and service-oriented mindset.

• Strong communication skills and the ability to interact with end users in a professional way.

• Good stress management, proactivity and reactivity.

• Willingness to learn and develop your technical skills.