End-User Support Specialist

Department: Technology

Employment Type: Permanent - Full Time

Location: Zurich

• As a member of the End User Support team, acting as a single point of contact for all incidents and service Requests for the end-users within the business
• Being the owner and first point of contact for physical, hybrid and virtual meetings, including managing meeting requests, coordinating support to business, organizing and hosting virtual meetings on different platforms not limited to Zoom, MS Teams, etc. as well as proposing and implementing innovative and efficient solutions in this area
• Providing on-site and/or remote 1st and 2nd level end-user support, physical covering, on a rotation basis, all FIFA locations in Zürich
• Answering VIP hotline calls and support VIPs with special services
• Resolving and/or escalating assigned tickets within agreed SLAs. Keeping end users informed on ticket status and progress
• Identifying, analysing and solving problems in the area of responsibility
• Installing, configuring, testing, maintaining, monitoring, and troubleshooting all end-user devices, such as laptops, tablets, mobile phones, printers
• Deploying, testing and troubleshooting software applications and tools, as well as video conference and other audio/video equipment
• Assisting and/or coordinating implementation of OS updates, software upgrades or installs, security patches, clean/remove malware as needed
• Supporting backup and recovery processes and procedures for the computing environment
• Ensuring all hardware and software inventories are properly maintained
• Ensuring end-users are notified and updated at all times as to the status of issues, outages etc. affecting the user community
• Performing creation, modification and deletion of user accounts and groups on various systems and platforms
• Perform network troubleshooting on end user devices including connectivity issues and configuration
• Undertake asset management related tasks for end-user devices
• Managing access permissions on various systems and platforms
• Performing periodic monitoring and reporting tasks
• Performing user onboarding and continuous training on end user supported tool
• Contributing to the knowledge management process by creating relevant guidelines, procedures etc.
• On request, traveling to event and tournaments locations to provide end-user support  
  Providing on-call support on a rotation basis

• Knowledge of industry standard service desk processes and procedures
• ITIL Foundation certification preferred
• BA in Computer Science or Information Technology is preferred
• Microsoft 365 Fundamentals certification is an advantage
• Minimum 5 years of IT experience, preferably in a similar support role 
• Experience in providing support to senior management and VIPs
• Ability to communicate in an effective and positive manner
• Proactive in identifying issues and providing solution
• Sense of ownership, accountability, and prioritization
• Quick learning skills with information retention and a good technical aptitude/ability
• At ease at working in a team-oriented, collaborative environment
• Excellent verbal and written communication skills 
• Excellent customer service skills including effective listening, patience, empathy and diplomacy
• Willing to travel globally (up to 30%)
• Willing to provide on-call support on a rotation basis  

• Health and fitness: Regular football sessions for all abilities, plus on-site gym.
• Home office: Up to two days of home office per week if work permits and home office allowance for all.
• Language courses: Offered to all staff to aid personal and professional growth.
• Continuous learning: We care about your development and encourage internal mobility, offering a variety of training and education to help achieve it.
• Pension: Flexible pension benefits with generous employer contributions.
• Relocation assistance: A dedicated team will be on hand to support your relocation.
• Sustainability: We support all employees using public transport.
• Vacation: Maintain a healthy work/life balance with a generous vacation allowance.
• Volunteering: Make an impact beyond your regular role and bond with colleagues by volunteering with one of our partners.