IT System Engineer

Start Date: 1/7/2021
Duration: Permanent
Location: Cham, Zug
Contract Type: Permanent
Reference: HQ00007797
Contact: Martin Chamberlain
Salary: Negotiable

IT Systems Engineer

- Provide 2nd level support on IT infrastructure/ workplace related topics in Switzerland and Germany with the focus on the head office in Cham
- Provide local support on all IT workplace related matters in the Cham office (preparing workplaces, handing out IT equipment, solving workplace related issues, etc.)
- For all support related matters, work together with the IT Infrastructure team located in Germany, Hamburg
- For all support related matters, liaise between the Central Servicedesk in Rotterdam (first level support) and the Global Infrastructure team in Cham (third level support) or liaise with vendors where necessary
- Liaise with the IT Refining team in Switzerland (Cressier) when necessary
- Liaise with the IT Terminals team in Switzerland (Birsfelden) when necessary
- Be able to provide support and project services over multiple ways of communication (phone/ email/ VDI/ Skype/ Webex), besides face-to-face. Use diagnostic techniques and pertinent questioning to get to the bottom of an issue and find the best solution
- Walk the customer through the problem-solving process, provide him with accurate information on IT products and services
- Record events and problems and their resolution in the ITSM system
- Follow-up and update customer status and information in the ITSM and towards the customer
- Manage and maintain customer hardware installation and preparation (CMDB as part of the ITSM)
- Help Global Infrastructure team in projects which are related to specific Swiss needs
- Run/ be part of IT Infrastructure project for Switzerland

- BSc/BA in IT, Computer Science or relevant field
- Working experience of at least 3+ years in the field of supporting complex business environments in their IT Infrastructure and Workplace related issues, preferably in the downstream oil business
- Excellent communication skills; communicate effectively to understand the problem and explain its solution. Very customer-oriented and patient to deal with difficult customers
- Good analytical and technical skills
- Ability to diagnose and resolve basic technical issues
- Ability and willingness to learn about new technologies and extend the knowledge to different fields
- Good English and German language skills (verbal & writing), French or Dutch is a plus
- Experience with ITIL/ ITSM systems and processes
- Good knowledge of Microsoft products (Office 2016 and higher)
- Experience with Microsoft environments (Windows 10, Outlook/ Exchange, SCCM)
- Experience with VM Ware Horizon VDI and the use of thin clients
- Experience with Video Conferencing systems (preferably Webex)
- Experience with phone systems (PBX, IP, Cisco, Mobile)
- Good understanding of old, new and emerging technologies
- Experience with basic LAN/ WAN support
- Experience with Office 365 and other cloud solutions is a plus

Personal Characteristics:
- Proactive and customer focused 'make it work' mentality
- Flexibility on adapting work hours to ongoing tasks
- (Inter)national travel required on a rare case by case basis
- Can work independently and report to his manager
- Well organized and disciplined
- Takes 'ownership' of outcome and comfortable in a pressured environment

To apply for this job please call quoting job number HQ00007797

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