Gentis SA

<h3 class="PlaygroundEditorTheme__h3" dir="ltr">Job Scope</h3>The IT Support Specialist is the single point of contact (SPOC) for all local IT matters, ensuring effective support across the organization’s applications (including SAP and non-ERP business-specific systems) and infrastructure (desktop, laptop, networking, and telecom systems). This role is responsible for incident management, service coordination, and user satisfaction, while supporting infrastructure upgrades, business application rollouts, and continuous service improvements. Shift work and on-call support may be required for Priority 1 &amp; 2 incidents.<hr><h3 class="PlaygroundEditorTheme__h3" dir="ltr">Key Dimensions</h3><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Budget: No direct responsibility, but must track run-and-maintain costs through time reporting.</li><li value="2" class="PlaygroundEditorTheme__listItem">Support coverage: Local business hours for normal operations; on-call mobile rotation for high-priority incidents.</li><li value="3" class="PlaygroundEditorTheme__listItem">Application scope: SAP and non-ERP business-specific applications.</li><li value="4" class="PlaygroundEditorTheme__listItem">Infrastructure scope: Desktop/Laptop fleet, network estate, telecommunications, and related hardware.</li></ul><hr><h3 class="PlaygroundEditorTheme__h3" dir="ltr">Principal Accountabilities</h3><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Incident &amp; Request Management</li><li value="2" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Receive, log, and track requests for support from end-users and service delivery staff.</li><li value="2" class="PlaygroundEditorTheme__listItem">Monitor progress of incidents and escalations, keeping stakeholders informed.</li><li value="3" class="PlaygroundEditorTheme__listItem">Conduct initial problem diagnosis and apply known solutions or escalate to specialized teams.</li><li value="4" class="PlaygroundEditorTheme__listItem">Update incident logs and knowledge base in line with ITIL standards.</li></ul></li><li value="2" class="PlaygroundEditorTheme__listItem">Customer Engagement &amp; Service Coordination</li><li value="3" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Act as the SPOC for all local IT issues, ensuring user needs are understood and addressed.</li><li value="2" class="PlaygroundEditorTheme__listItem">Coordinate local escalations with global teams or external service providers.</li><li value="3" class="PlaygroundEditorTheme__listItem">Provide advice on available systems, products, and services.</li></ul></li><li value="3" class="PlaygroundEditorTheme__listItem">Application &amp; Infrastructure Monitoring</li><li value="4" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Monitor applications and infrastructure performance, detect issues, and take corrective action.</li><li value="2" class="PlaygroundEditorTheme__listItem">Collaborate with development/support teams and software vendors to address known problems or deliver enhancements.</li></ul></li><li value="4" class="PlaygroundEditorTheme__listItem">End-User Support &amp; Training</li><li value="5" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Assist users in effective use of desktop systems and applications.</li><li value="2" class="PlaygroundEditorTheme__listItem">Deliver end-user training on business applications upon request.</li><li value="3" class="PlaygroundEditorTheme__listItem">Participate in “transition to support” activities for new applications and updates.</li></ul></li><li value="5" class="PlaygroundEditorTheme__listItem">Vendor &amp; Asset Management</li><li value="6" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Act as point of contact for third-party vendors (ISPs, hardware service providers) and ensure HSSE compliance.</li><li value="2" class="PlaygroundEditorTheme__listItem">Arrange preventive maintenance for IT equipment (servers, UPS, air conditioning, etc.).</li><li value="3" class="PlaygroundEditorTheme__listItem">Manage local IT stock levels and coordinate with business focal points for replenishment.</li></ul></li><li value="6" class="PlaygroundEditorTheme__listItem">Business Continuity &amp; Security</li><li value="7" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Support disaster recovery and business continuity activities.</li><li value="2" class="PlaygroundEditorTheme__listItem">Ensure compliance with corporate IT security policies and standards.</li></ul></li></ul><hr><h3 class="PlaygroundEditorTheme__h3" dir="ltr">Key Challenges</h3><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Keeping technical skills aligned with evolving business application portfolio and infrastructure upgrades.</li><li value="2" class="PlaygroundEditorTheme__listItem">Managing stakeholder relationships while constructively challenging for service improvement.</li><li value="3" class="PlaygroundEditorTheme__listItem">Delivering results through virtual teams without direct authority.</li><li value="4" class="PlaygroundEditorTheme__listItem">Operating effectively in a multi-application, multi-vendor environment.</li></ul><hr><h3 class="PlaygroundEditorTheme__h3" dir="ltr">Skills &amp; Experience</h3>Technical Support &amp; IT Service Management<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">2–3 years’ experience in end-user IT support or help desk environments.</li><li value="2" class="PlaygroundEditorTheme__listItem">Solid understanding of ITIL v4 processes and incident/problem management.</li><li value="3" class="PlaygroundEditorTheme__listItem">Experience with ticketing systems and knowledge management tools.</li><li value="4" class="PlaygroundEditorTheme__listItem">Strong troubleshooting, root cause analysis, and problem-solving skills.</li></ul>Applications &amp; Infrastructure<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">SAP GUI and non-ERP business applications.</li><li value="2" class="PlaygroundEditorTheme__listItem">MS Office 365 Suite, Teams, collaboration tools.</li><li value="3" class="PlaygroundEditorTheme__listItem">Operating Systems: Windows Server (2016–2022), Linux, MS SQL Database.</li><li value="4" class="PlaygroundEditorTheme__listItem">Networking &amp; Telecom: Cisco/Aruba switches &amp; routers, PABX.</li><li value="5" class="PlaygroundEditorTheme__listItem">Security: FortiClient, Fortigate firewalls, IRM Security Compliance.</li><li value="6" class="PlaygroundEditorTheme__listItem">Hardware: Lenovo desktops/laptops, Nutanix, Fortigate appliances.</li><li value="7" class="PlaygroundEditorTheme__listItem">Middleware, application integration, application security, and data architecture knowledge.</li></ul>Business &amp; Soft Skills<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Fluent English (spoken and written).</li><li value="2" class="PlaygroundEditorTheme__listItem">Strong interpersonal and customer service skills.</li><li value="3" class="PlaygroundEditorTheme__listItem">Effective time management and ability to prioritize under pressure.</li><li value="4" class="PlaygroundEditorTheme__listItem">Experience working in global/virtual and cross-functional teams.</li></ul>Preferred Senior Profile<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Certification in a relevant technology area.</li><li value="2" class="PlaygroundEditorTheme__listItem">Advanced troubleshooting and mentoring skills.</li><li value="3" class="PlaygroundEditorTheme__listItem">Knowledge of ITIL and business processes in a similar industry.</li></ul><hr><h3 class="PlaygroundEditorTheme__h3"> </h3>

IT Service Management (ITSM)

IT Support & Operations

English

French

<h3 class="PlaygroundEditorTheme__h3" dir="ltr">Core Competencies</h3><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Customer focus &amp; interpersonal skills</li><li value="2" class="PlaygroundEditorTheme__listItem">Clear written &amp; oral communication in English</li><li value="3" class="PlaygroundEditorTheme__listItem">Business application support</li><li value="4" class="PlaygroundEditorTheme__listItem">Infrastructure troubleshooting</li><li value="5" class="PlaygroundEditorTheme__listItem">Application, data &amp; technical architecture awareness</li><li value="6" class="PlaygroundEditorTheme__listItem">SAP &amp; business process understanding</li><li value="7" class="PlaygroundEditorTheme__listItem">Incident &amp; problem management</li><li value="8" class="PlaygroundEditorTheme__listItem">Root cause analysis</li><li value="9" class="PlaygroundEditorTheme__listItem">Vendor &amp; service provider management</li><li value="10" class="PlaygroundEditorTheme__listItem">IT support processes &amp; tools proficiency</li><li value="11" class="PlaygroundEditorTheme__listItem">Influence and persuasion skills</li></ul>

By submitting your email address, CV, and any other personal information, you consent to such information being collected, held, used and disclosed in accordance with our privacy policy  : [https://www.gentis.com/en/privacy-policy](https://www.gentis.com/en/privacy-policy) 

Privacy Policy

Gentis

ITIL Practices

ServiceNow Administration

Unix Administration

Infrastructure Engineer

https://hireme-live-api-data.s3.amazonaws.com/cms/71cac45f-fa71-46b2-83ce-4c3e2d9ffe5e/cms-f8a4cd2c-3993-42df-98e9-9568bc6cc412.jpg

Oops! It looks like you've already applied for <mission_title>.

Already Applied

Your bid for <mission_title> has been submitted.

Congratulations!

Sign in

By submitting this form, Bring to the table win-win survival strategies to ensure proactive domination

Sign up

Project application

Didn’t receive the email?

Thank you for applying for the project <mission_title>. We’ve sent you an email to confirm you application.

The input does not match a phone number format

No account yet? Fill the form below to complete your application

Any questions about your privacy? <a target="_blank" href="mailto:hello@wiggli.io" rel="noreferrer">Contact us</a>

Please select the language in which you'd like to see it!

This Job description is in a different language from the one in which you're currently viewing this page

It appears that currently, we don't have opportunities that match your search criteria

To add skills, start by selecting a category, using the dropdown in the upper left corner

Simply upload CV, and our smart system will automatically fill in the remaining required fields.

You can now follow the evolution of your application through our ATS. All future interviews will be organised through our platform, so keep an eye on it.


Your application has been submitted to #! click the link below to view it

You can't apply on wiggly with this email address as it is linked to a # account.

Are you sure you'd like to delete # version?

Is # your correct email without typos? If not, you can restart the application process

Click here to resend the email. Still having trouble?

If you wish to apply anyway, just use the form below to submit your application using another email address.

You're trying to apply for a vacancy with a # account

Infrastructure Engineer

Job application

CV document

Upload a .doc, .docx, or pdf file