SOPHiA GENETICS

Support Specialist “First and Second level support”

We are looking for a Support Specialist “First and Second level support” to be part of the service desk team. This involves prioritization, resolution and completion of escalated tickets of end user help requests (internal and customers).

Job Description

  • The main mission consists in delivering first and second level support to our customers and internal users
  • Resolution of issues through service desk manager
  • Ensure all issues are registered and followed until completion
  • Diagnosing and troubleshooting
  • Install, maintain and upgrade equipment and its associated infrastructure
  • Identifies, researches, and resolves technical problems
  • Create and Update Support documentations
  • Create & Update FAQ (knowledge base)

Profile

  • Bachelor 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
  • Perfect command of English and French.
  • Excellent written and verbal communication
  • Rigorous, structured, flexible, stress resistant and autonomous
  • Team spirit

Skills

  • Atlasian JIRA & Confluence
  • Mac OS (using command line, being able to read logs, find processes, create shell scripts, …)
  • Windows (using command line, understanding Active Directory and network accounts and relationships to effectively support end-users, create batch scripts, …)
  • Understand basic networking technologies (LAN/WAN and wireless)
  • Knowledge and ability to remotely manage client systems
  • Highly skilled in documenting written troubleshooting steps and instructions
  • Knowledge in Java (is a plus)
  • Knowledge of SQL (is a plus)
  • MS Office (Windows and Mac) software

Starting: as soon as possible. 

Location: Lausanne, Saint-Sulpice

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