Intuitive Surgical Careers

IT Support Specialist - Temporary mission

Vaud, Switzerland

Job Description

Job: Internships
Primary Location: Switzerland-Vaud
Schedule: Full-time
Requisition ID: 182212


Job Title:                IT User Support Specialist  

Department:           Information Technology

Position’s Objective & Summary:
The primary role of the IT User Support Specialist is providing first and second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.
Roles & Responsibilities:
  • Setup equipment and access (including network and pertinent application access) for employee use, performing proper installation of hardware, operating systems and application software. This includes but not limited to: Laptop, Desktop, Printer, Fax, Phones (iOS & Android), Mobile Devices (Tablets) and peripheral equipment
  • Analyze and provide technical solutions to new and ongoing incidents and requests within SLA agreements, documenting solutions as required. Develop root cause analysis and corrective actions plan
  • Maintain a high level of customer service for all incidents; this includes ensuring that customers are provided with regular updates
  • Assist with on-boarding of all new users, including PC setup and deployment for new employees using standard hardware, images and software
  • Route and escalate non-Tier1/2 issues to respective responsible parties, conduct periodic follow-up and maintain resolution status
  • Log, track, document and resolve incoming requests using the help desk software solution
  • Maintain inventory of all equipment, software and software licenses
  • Work closely with US Corporate IT, Ops and Infrastructure teams to align projects and processes


Required Knowledge, Skills, and Experience:
  • 3-5 years of IT Support experience in a multi-cultural, fast moving environment
  • Must be a self-starter, quick learner, results-oriented and have a track record of timely, high-quality deliverables
  • Strong ability to prioritize multiple tasks and requests simultaneously
  • Excellent written and verbal communication skills and ability to work in a global environment with frequent communications with Global IT teams
  • Must have demonstrated problem-solving skills to troubleshoot medium to complex situations
  • Highly Customer focus oriented
  • Ability to work independently in a timely, organized, methodical manner
  • Working proficiency of:
    • Microsoft Windows 7
    • Windows 10
    • Windows Server 2003 & 2008
    • Microsoft Networking (Printer Management, File Share management, IIS, IE, DHCP, DNS)
    • Active Directory user account, security groups and GPO’s administration and access management
    • End user support for Microsoft Exchange
    • Mobile phones deployment
  • Building and imaging of end user workstations and laptops
  • Solid understanding of TCP/IP LAN and WAN networks
  • Task and results oriented
  • Fluent in French and English
Preferred Knowledge, Skills, and Experience:
  • Good understanding of Wireless Networks and security technologies
  • Cisco IP-Tel / VOIP experience
  • ITIL Certification