IT Support Specialist

Would you like to be part of a dynamic and exciting Support Team delivering a high level of support that has a direct impact on the lives of cancer and rare disease patients worldwide? Join our growing team and use your exceptional technical and organizational skills to help us deliver on our mission of democratizing Data-Driven Medicine. Our products are used by over a thousand healthcare institutions globally and provide world leading capabilities for the analysis of genomic, clinical, and imaging data.

 

As an IT Support Specialist (Level 1 and 2) you will be part of the Services team in Lausanne, Switzerland. This involves prioritization, escalation, and resolution of internal support requests.

 

Your responsibilities include resolving queries, recommending technical solutions and guiding internal users through features and functionalities of all company-supported software and hardware.

 

To be successful in this role, you should be an excellent communicator who’s able to earn our users’ trust. You should also be familiar with help desk software (Jira Service Desk, or a similar ticket-management solution).

 

Ultimately, you will help maintain our reputation as a company that offers excellent service.

 

Job Description:

 

The primary mission: deliver top-tier level 1 & 2 support to our internal users in a timely, professional, and accurate manner

Resolution of issues through Jira Service Desk

Identify user needs and help them navigate specific features of our products

Manage employees onboarding & offboarding.

Work with multiple departments to investigate new technologies & software that can help improve internal services

Install, maintain and upgrade equipment and its associated infrastructure

Identify, research, and resolve technical problems

Report product malfunctions

Create, maintain & update company knowledge base

 

Requirements

 

Bachelor’s degree in computer science (or equivalent)

At least 3 years of experience in similar role

Experience in helpdesk operations, that includes Windows and Mac clients

Excellent communication and problem-solving skills

Perfect command of English

Multi-tasking abilities

Team player, but also able to work autonomously

 

Skills:

 

Mac OS:

 

Familiar with Command line, able to read logs, find processes, create shell scripts

Familiar with Mac OS features, administration, & troubleshooting techniques

 

Microsoft:

 

Office 365 Administration

Azure Active Directory

Windows Server (Active Directory, DNS, File Server Management)

PowerShell

Understand basic networking technologies (LAN/WAN and wireless)

Knowledge and ability to remotely manage client systems

Highly skilled in documenting troubleshooting steps and instructions

Atlassian Administration: JIRA & Confluence

Knowledge in Java (is a plus)

 

Benefits

 

A flexible and friendly working environment with a collaborative atmosphere

Fantastic office locations in Switzerland

An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.

A fast-growing company with plenty of opportunity for personal growth and development

Location : Lausanne, Switzerland

 

Start: ASAP

 

Application process

 

If you think you fit this position, please send a CV and a cover letter. Please note that incomplete applications will not be considered. 

 

After an initial screening process, candidates will be invited for remote interviews. You may be asked to perform a programming task as part of this process. Selected candidates will then be invited for personal interviews.