WHAT IT’S ABOUT

As a Senior IT Service Desk Analyst, you will act as the point of guidance, direction and escalation for the team and our employees and external collaborators worldwide. You will be part of our global IT team within a dynamic and high-performing organization.
Our new Zug campus, opened last year, consists of three buildings equipped with cutting-edge technology, including an auditorium for over 400 participants and a training center with multiple meeting rooms, providing an exceptional working environment for our team.

FOR THIS CHALLENGING POSITION, WE ARE LOOKING FOR AN EXPERIENCED, HANDS-ON PROFESSIONAL WITH THE FOLLOWING PROFILE:

• Graduate of a diploma or bachelor’s degree in Computer Science, Engineering, Information Technology, or equivalent education
• 7+ years of experience in a Technical Support role including AV/VC Support; experience within the financial industry and/or within a global team is a plus
• Excellent knowledge of Windows 10/11 and experience in using the following solutions: Active Directory, Azure, Entra ID, Intune, O365 / OneDrive, ServiceNow, SCCM
• Extensive experience in remote support, corporate video conferencing (MS-Teams, Zoom), AV support and corporate events setup. Proven experience with Microsoft MTR, Crestron, Logitech, Shure and related AV technologies
• Solid knowledge of networking and security concepts, as well as a solid understanding and practical experience of ITSM / ITIL frameworks
• Strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level
• Capacity to work well in a fast-moving environment and keep up with the daily needs of the business through effective time management and prioritization
• Strong critical thinking and problem solving with a passion for delivering results
• Passion for the Information Technology field and helping people

IT Excellence and Support:

• Day to day Ticket Management (ServiceNow) providing timely and consistent support, acknowledging, and recording all issues and requests accordingly
• Providing best in-class customer service and desk-side IT support and via remote channels such as chat, phone, email, or remote access tools
• Ensuring new hires achieve a perfect start with a structured IT onboarding and a high-touch onboarding experience
• On-Site support for employees, VIP guests and PG staff visiting Zug headquarters
• Providing innovative ideas and value-added solutions in addition to a swift and effective handling of complex issues raised by our employees
• Collaborate promoting best IT security practices according to our policies and guidelines
• Knowledge sharing with colleagues across the company and proactively contributing to team and department meetings
• Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and VMware)
• Support to junior colleagues in the team to grow and develop their skills and expertise in their area of responsibility being a role model

Events and Meetings Technology Support:

• Support internal and external events and meetings with Audio-Visual setup, Video-Conferencing, and live streaming technologies ensuring flawless execution for high-profile occasions like Townhalls and Summits
• Troubleshoot AV/VC issues in real-time during live events, including on-site, webinars, and hybrid events with PG offices worldwide
• Conduct proactive checks of meeting rooms and event spaces, working closely with AV/VC and event suppliers to ensure smooth operations