Hybrid Senior Field Services Engineer – VIP Support

at Swiss Re

• Job title: Senior Field Services Engineer – VIP Support
• Job type: Full Time
• Experience level: Senior
• Salary: CHF 106,000 - CHF 158,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Zurich, Switzerland

About the role

• Field Services Senior Engineer delivering technical assistance and support to executive leaders at Swiss Re. Ensuring high-quality IT service tailored to VIPs while managing complex technology interactions.

Responsibilities

• Act as incident and problem analyst, handling tickets from intake to resolution, escalating when necessary, and documenting all actions in line with service standards
• Ensure all incidents and requests meet defined SLAs and OLAs; proactively escalate potential breaches to maintain service quality
• Manage service requests for hardware and software, validating needs against policy guidelines and coordinating with procurement and asset management processes
• Install, configure, maintain, and support a wide range of workplace technologies, including laptops, desktops, mobile devices, and peripherals
• Deliver professional, discrete, and responsive technical support for VIP users on Mac, PC, smartphones, and home office systems
• Provide on-site technical support for meetings, video conferences, and related room infrastructure
• Coordinate equipment loans and support for travelling users, ensuring continuity of service regardless of location
• Participate in release testing and product updates in alignment with change management and security standards
• Maintain and contribute to the knowledge base to ensure current, accurate, and accessible documentation
• Communicate clearly and effectively with both IT teams and business users, ensuring expectations are managed and priorities balanced
• Work closely with IT Service Desk, Incident, Request, and Problem Managers, and third-line teams to deliver consistent end-to-end service.

Requirements

• Solid knowledge of networking, Windows and Office environments, end-user devices, and mobile technologies
• Several years of experience in a technical IT support environment, ideally with exposure to global or multicultural teams
• Technical background with a degree or equivalent qualification in IT or related field
• Strong command of English; additional languages are an advantage
• Proven ability to analyze complex issues, identify solutions, and make informed decisions under time constraints
• Familiarity with ordering, asset management, and incident/problem management tools
• Knowledge of audio-visual equipment and meeting room technologies
• ITIL certification or knowledge of ITIL frameworks
• Experience with both Windows and Mac operating systems
• Strong collaboration and interpersonal skills, with the ability to build trust across diverse teams
• Customer-focused mindset with a commitment to delivering exceptional service.

Benefits

• Attractive performance-based annual bonus