Hybrid System Engineer, Customer Services

at Axians Somnitec AG

• Job title: System Engineer, Customer Services
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Tech skills: Linux, MacOS
• Location requirements: Hybrid, Gerlafingen, Switzerland

About the role

• System Engineer Customer Services role at Somnitec managing diverse IT support cases for clients. Collaborating with a team to ensure high-quality service and customer satisfaction.

Responsibilities

• 1st, 2nd & 3rd level support – you handle requests by phone, remote access or the ticketing system and deliver fast, sustainable solutions
• Troubleshooting – hardware, software, network or printers: you identify faults and restore system operation
• Monitoring & performance – you detect issues early and keep our clients' environments running before problems become critical
• Customer contact – your forte: clear, friendly communication directly with our customers and end users
• Service quality & SLAs – reliability is key: you meet commitments and deliver high-quality service
• Documentation & knowledge transfer – your work is kept in the playbook: for the team, customers and long-term solutions
• Team spirit – collaboration, open communication and mutual respect are our backstage pass

Requirements

• Completed vocational training in IT
• Several years of experience in an IT service environment (system integrator, service provider) are required
• Strong knowledge of Microsoft server and client applications, as well as Windows, macOS or Linux
• Experience with networking, hardware and common applications
• Enjoyment of direct customer contact and the ability to explain complex IT concepts clearly
• Languages: business-fluent German and English; French is a plus
• Class B driver's license
• Resilience, team spirit and the ability to handle multiple customer requests concurrently

Benefits

• Flexible working hours with a 40-hour workweek and part-time options
• Up to 5 days per week location-independent work; home office or remote work from within Switzerland possible
• 25 days of vacation per year (27 days from age 40, 30 days from age 50)
• 13 paid public holidays and the option of additional unpaid leave
• 100% salary continuation during 3 weeks paternity leave / 16 weeks maternity leave
• State-of-the-art hardware and a company-paid mobile subscription including a contribution toward a smartphone
• Above-average pension fund benefits with employer contribution 60% and employee contribution 40%
• Private supplementary accident insurance
• Coverage of continuing education costs as well as 80% employment and 90% salary continuation during training periods
• Free charging for your electric vehicle at the Gerlafingen site
• Discounted access to fitness and physiotherapy center offers
• Employee discounts on branded products & workplace benefits
• Wellbeing@Work with Mario Kart racing, quiet room, table football, aperitifs and team events