avacone Switzerland

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system • Log, categorize, prioritize, and resolve incidents and service requests • Provide remote support for end users across multiple customer environments • Troubleshoot Microsoft Windows 10/11 operating systems • Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint • Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID • Support VPN connections, remote access, printers, and peripheral devices • Install, configure, and troubleshoot hardware and software • Escalate unresolved incidents to 2nd or 3rd Level Support according to defined procedures • Maintain accurate documentation within the ticketing system • Ensure compliance with agreed Service Level Agreements (SLAs) • Follow ITIL-based incident and request management processes • Contribute to internal knowledge base documentation • Deliver professional and customer-focused support at all times

• Lead the development and configuration of ServiceNow solutions aligned with enterprise architecture and platform standards • Translate business requirements into technical designs, implementation plans, and high-quality deliverables • Develop advanced ServiceNow components including: • Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions • Flow Designer / IntegrationHub workflows • ACLs and security configurations • Custom applications (App Engine) and scoped development • Build and maintain integrations using REST/SOAP APIs, MID Server, and external authentication mechanisms • Ensure performance, scalability, maintainability, and compliance across ServiceNow implementations • Provide technical leadership in sprint delivery, backlog refinement, and solution reviews • Mentor junior developers and contribute to knowledge sharing and development standards • Support production releases, troubleshoot complex issues, and provide root cause analysis • Maintain high-quality documentation for solutions, configurations, and technical decisions