Hybrid System Engineer, Customer Services

at Axians

• 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 providing 1st to 3rd Level Support for various systems. Collaborating directly with customers to ensure optimal IT performance.

Responsibilities

• 1st, 2nd & 3rd Level Support – You handle requests via phone, remote access, or a ticketing system and provide fast, sustainable solutions.
• Troubleshooting – Hardware, software, network or printers: you identify faults and restore systems to full operation.
• Monitoring & Performance – You detect issues early and keep our customers' environments running before they become critical.
• Customer Contact – Clear, friendly communication directly with our customers and users.
• Service Quality & SLAs – Reliability is your beat: you meet commitments and deliver top-quality service while adhering to SLAs.
• Documentation & Knowledge Transfer – You document your work and share knowledge for the team, customers, and long-term solutions.
• Band spirit – Collaboration, open communication and mutual respect are our backstage pass.

Requirements

• Completed IT apprenticeship (vocational training).
• Several years' experience in an IT services environment (system integrator / service provider) required.
• Strong knowledge of Microsoft server and client applications, as well as Windows, macOS or Linux.
• Experience with networking, hardware and common applications.
• Enjoy direct customer contact and the ability to explain complex IT topics clearly.
• Languages: German and English – business fluent; French is an advantage.
• Driver's license (Category B).
• Resilience, team spirit and the ability to manage multiple customer requests concurrently.

Benefits

• Flexible working hours with a 40-hour week and the option for part-time work.
• Up to 5 days per week of location-independent work; home office or remote work from Switzerland is possible.
• Flexibility and willingness, by arrangement, to be on-site 2–3 days per week.
• 25 days vacation per year (27 days from age 40 / 30 days from age 50).
• 13 paid public holidays and the option for additional unpaid leave.
• 100% salary continuation for 3 weeks of paternity leave / 16 weeks of maternity leave.
• State-of-the-art hardware and a paid mobile phone plan including a contribution toward a smartphone.
• Above-average occupational pension contributions with employer share 60% and employee share 40%.
• Private supplementary accident insurance.
• Coverage of training costs as well as 80% employment and 90% salary continuation during the training period.
• Free charging for your electric vehicle at the Gerlafingen site.
• Discounted access to fitness and physio center offerings.
• Employee discounts & workplace benefits.
• Wellbeing@Work with Mario Kart racing, a silent room, foosball table, aperitifs and team events.