End User Proximity Support Analyst

Overview

Holcim builds progress for people and the planet. As a global leader in innovative and sustainable building solutions, Holcim is enabling greener cities, smarter infrastructure and improving living standards around the world. With sustainability at the core of its strategy, Holcim is becoming a net zero company, with its people and communities at the heart of its success. The company is driving the circular economy as a world leader in recycling to build more with less. Holcim is the company behind some of the world’s most trusted brands in the building sector including ACC, Aggregate Industries, Ambuja Cement, Disensa, Firestone Building Products, Geocycle, Holcim and Lafarge.

Holcim is 70,000 people around the world who are passionate about building progress for people and the planet through four business segments: Cement, Ready-Mix Concrete, Aggregates and Solutions & Products. If you would like to get more information about our corporate organization in Switzerland specifically, please visit our company profile.

No agencies can be considered for this job posting.

Responsibilities

As we continue to look for more sustainable ways to build, we need world-class talent to join our team. People who are passionate about sustainability, driven by curiosity and keen to grow, learn, develop and thrive in our high-performance culture.

Corporate Local IT Support is the entry point to IT for the Holcim head quarter users Switzerland, France and Branch offices. The Swiss organization is based on two groups, one being responsible for the end-user facing Service Desk and VIP & Event support while the other team takes care of the related end user devices, software and backend infrastructure in a holistic end-to-end fashion.

This position is responsible for providing support for customer facing technologies such as the Digital Workplace, Edge Network, Communication and Local Server environments for the specific needs of the Holcim Group Headquarters. In particular, it will identify, diagnose and resolve Level 2 issues affecting hardware or software provided by the company and will work with other IT support groups and vendors to solve issues. In addition, it will manage the Corporate end user related infrastructure following IT and Security Group standards. This involves the installation, configuration, upgrade, patching and troubleshooting of the common and business unit extended client image, local network , server and communication components.

Being part of Group IT, the position has a relevant potential to influence the evolution of the proximity services scope being the role model for other regions in improving end user experience. The position is part of the local Proximity Support for the users and VIP’s of the Corporate headquarter sites Zug, Holderbank and Zurich in Switzerland. The position is based in the Holcim headquarters in Zug or Holderbank, Switzerland.

• Supporting and assisting end users, receiving escalation from Level 1 teams and working with other IT support groups and vendors for solving Level 2 issues
• Support and installation of office equipment, the related software and local infrastructure components
• Maintenance of the Corporate Hardware/Software inventory
• Support business units in the management of the equipment life cycle
• Collaboration in testing of new software applications
• Administration of computer objects in active directory and infrastructure management tools
• Providing and updating IT-manuals and documentation
• Managing incidents and requests in the ticketing system adhering to the defines SLA’s and provide assistance on IT Service management related activities
• Contributing in the evolution of the Local IT environment starting from proposing innovative ideas up to designing, implementing and operating the landscape
• Identifying and implementing process improvements in order to provide  more effective and efficient service to business customers

Education/Qualifications

• Strong Informatics educational background (Bachelor of Computer Science or equivalent)
• Professional certifications (Microsoft, Cisco,...)

Experience

• At least 5 years of experience working as a field service supporter (Level 2) for an end user workplace environment (client operating system and management tools)
• At least 3 years of experience in supporting the local networking environment (LAN/WiFi).
• Knowledge of Microsoft server environments on a virtualized platform is a strong advantage
• Experience working within an ITIL framework and Experience with ITSM tool (ServiceNow)
• Experience with Google Suite and Microsoft Office

Knowledge & Skills

• Strong customer orientation skills
• Strong Analysis and problem solving capabilities
• Analytical and structural competencies
• Team player with positive, collaborative approach and sense of accountability
• Adequate understanding and alignment with Health & Safety values

Language Requirements

Excellent communication skills and fluent in written and spoken English is a must, knowledge of German and French is an advantage.

Travel Requirements

Limited travel between the Corporate sites of Switzerland will be required (Zug, Holderbank, Zürich)