Desktop Support Specialist

Job Title: Desk Support EngineerLocation: Zurich, Switzerland***Languages: German, French, and English (mandatory)***Role OverviewWe are looking for a Desk Support Engineer to provide end-to-end technical support and continuous improvement across a global IT environment. The ideal candidate will have hands-on experience in enterprise IT infrastructure, service operations, and remote troubleshooting, with strong communication skills across English, French, and German.This role will play a key part in enhancing global support models, driving automation, and ensuring seamless operations across systems, tools, and user environments.Key ResponsibilitiesProvide remote technical support and issue resolution for end users across multiple regions.Collaborate with management and stakeholders to implement and manage operational and support objectives.Investigate and troubleshoot complex incidents, perform root cause analysis, and apply effective corrective actions.Lead continuous improvement initiatives to streamline global IT processes and enhance service efficiency.Work with cross-functional teams for post-incident analysis and implement preventive measures.Partner with Tier 3 engineering teams to identify automation opportunities and optimize resolution workflows.Support Tier 1 and Tier 2 teams with escalations, mentoring, and maintaining up-to-date documentation.Contribute to knowledge base articles and standard operating procedures.Stay informed about emerging technologies and recommend applicable solutions for improvement.Qualifications & ExperienceBachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.5+ years of experience in enterprise IT infrastructure, system administration, or technical support roles.Strong hands-on knowledge of:Operating Systems: Linux/Unix, Windows, macOSMicrosoft Stack: Active Directory, ExchangeNetworking: Cisco-based infrastructureApplications: Jira, ServiceNow, and other ITSM toolsVideo Conferencing: Cisco systemsProven experience in troubleshooting, incident management, and reporting.Excellent analytical, problem-solving, and communication skills.Ability to work independently in a fast-paced, global environment.Strong organization, documentation, and customer service orientation.Preferred SkillsExperience supporting hybrid environments (on-prem + cloud).Familiarity with automation tools and scripting for task optimization.Ability to build strong relationships and credibility across diverse teams.Proven track record of maintaining high system availability in global setups.Data-driven mindset with the ability to translate insights into operational improvements.