2nd Level Support EAD 80% - 100% (m/f/d)

Become part of our team

As a globally operating company with clear growth targets, we are looking for a 2nd Level Supporter EAD (m/f/d) - Electronic Access & Data for our location in Switzerland, starting immediately or by arrangement.

As an employee in 2nd Level Support EAD, you will take on the technical handling of fault reports escalated to you by the helpdesk: You analyse errors on customer systems, communicate directly with customers by phone and email, establish remote connections and plan and verify fault rectification together with the customer. As a specialist, you will also be involved in our on-call organisation (approx. one week every 12 weeks).

Your tasks

- Analyse and resolve faults on customer systems, mainly via remote maintenance.

- Perform updates, parameter settings and function checks of the software as well as the connected peripheral devices.

- Competent advice to end customers on technical enquiries - by phone, email and in the ticket system.

- Proactive, professional customer communication and solution-oriented handling of open tickets while adhering to agreed SLAs.

- Close cooperation with helpdesk, technical consultants, engineering interfaces as well as field, hardware and software technicians.

- Coordination with customer IT, specialist partners and other specialists in more complex problem situations.

- Support of software and hardware technicians as well as partners in fault rectification.

- Adaptation and creation of system documentation as well as ensuring up-to-date documentation of customer systems.

- Complete and comprehensible reporting of all work performed and efforts in the ticket system.

Your profile

- Completed basic training as an IT specialist EFZ or further training or education at HF/FH level.

- Several years of professional experience in IT software support or access technology, ideally at least 3 years.

- Experience in Windows and network environments as well as with SQL databases, ideally 2-4 years.

- Sound knowledge in analysing and resolving technical faults on customer systems.

- Experience in remote maintenance and technical support of software and hardware systems.

- Strong customer and service orientation as well as enjoyment in direct communication with customers and partners.

- Independent, structured and solution-oriented working style as well as a high sense of responsibility.

- Good communication and coordination skills in dealing with internal and external interfaces.

- Good German and English skills; knowledge of Italian is an advantage.

- Willingness to take on on-call duty (approx. one week every 12 weeks).

- Openness to taking on new tasks as part of portfolio expansion.

What we offer

- Excellent prospects in an internationally successful company with a family-like corporate culture.

- A motivated and competent team looking forward to your support.

- Exciting and varied tasks in technical support and in the environment of modern access solutions.

- High personal responsibility in analysing and solving demanding technical problems.

- A versatile range of tasks with close cooperation with helpdesk, engineering, field service and other specialists.

- Transparent development opportunities.

Who we are

For every place that matters. From automatic doors to cloud-based access management - as a globally leading provider in the market for access solutions for schools, banks, airports, hospitals, hotels and many more, we enable the creation of safe and sustainable places where people can move seamlessly. With over 160 years of experience and a clear focus on excellence and innovation, we offer exciting opportunities for development in an environment where you can truly make a difference. At dormakaba, you are encouraged to show initiative, expand your skills and shape your career together with 16,000 experts worldwide who set new standards in the industry every day.

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