IT SERVICE ENGINEER

About the Role

As an IT Service Engineer II, you will be a key point of contact for onsite IT services, helping our employees get the best experience from workplace technology.

You will provide hands-on technical support across our Digital Workplace environment, resolve incidents and service requests, and collaborate with local and remote IT teams to keep our services running smoothly. You will also support technology rollouts, local projects and infrastructure activities.

This role is ideal for someone who enjoys solving problems, working with people and taking ownership to deliver a great IT service experience.

Key Responsibilities

• Deliver high-quality onsite IT support for workplace technology, hardware, software, mobile devices and peripherals.
• Resolve incidents and service requests within agreed service levels and manage escalations when required.
• Provide dedicated Meeting Room, Event and VIP support.
• Support hardware installations, software deployments, desk moves and other workplace technology changes.
• Manage local IT assets, including hardware repairs, lifecycle activities, disposal and recycling.
• Provide Smart Hands support for local infrastructure such as network and server equipment, working closely with remote technical teams.
• Support local IT operations, technology rollouts, projects, and relevant governance and regulatory requirements.
• Vendor & Stakeholder Management: Coordinate with external vendors and service providers to ensure effective service delivery, while building strong relationships with internal stakeholders, understanding their needs, managing expectations and ensuring timely communication and resolution of issues.
• Collaborate with local, regional and global IT teams to continuously improve service quality and deliver a positive customer experience.

About the Team

IT Field Services Team is part of the Digital Workplace Service (DWP) division within the Group Technology Services Team in Swiss Re.  

Our mission in Field Services is to meet and exceed customer expectations, through the provision of a timely, professional and an efficient onsite local support service at every customer interaction, underpinning our Digital Workplace strategy. We ensure our customers can use our services and products from day one (onboarding)​ and to provide end user support when needed while ensuring minimal interruptions and productivity loss.  

We actively leverage a global environment that fosters an open, collaborative, and unifying culture, enabling us to support our customers and each other in a manner which is efficient, effective and friendly.

 About You

• Minimum 5 years of relevant working experience in IT support, IT service engineering, workplace technology support, or a similar technical support role.
• Good hands-on knowledge of workplace IT technologies, including operating systems (Windows 11, IOS), hardware, software, mobile devices and peripherals.
• Experience in onsite IT support, troubleshooting, incident management and service request fulfilment.
• Understanding of IT service management principles, including SLA and service performance expectations.
• Strong customer-service mindset with good communication and interpersonal skills.
• Good problem-solving skills with the ability to take ownership and manage issues through to resolution.
• Ability to work independently while collaborating effectively with local and remote teams.
• Comfortable supporting multiple priorities, including day-to-day operations, projects and technology changes.