About ELCA Cloud Services
ELCA Cloud Services is the cloud specialist within ELCA Group. We support Swiss-based companies in their digital transformation journey by delivering reliable, secure and high-quality managed services.
As part of our Modern Workplace activities, we help our customers get the most out of Microsoft 365, workplace devices, collaboration tools and business applications. Our mission is to provide a seamless and efficient digital workplace experience that empowers users to work effectively every day.
Your Mission
As a Modern Workplace Support Specialist, you will join our Platform Operations department and report to the Workplace Support Team Leader. You will act as a key point of contact for our customers, supporting end users and ensuring an excellent workplace experience across a variety of technologies and environments.
This role combines user support, troubleshooting, customer interaction and continuous service improvement. While the position focuses primarily on 1st Level Support activities, it also offers the opportunity to progressively develop your technical expertise and grow into more advanced 2nd Level Support responsibilities over time.
The role is mainly based on remote support activities, with occasional on-site interventions at customer locations across Switzerland when required.
This position is based in Bern
In this role, you will
- Provide 1st and 2nd level support for workplace-related incidents and service requests
- Support users on Microsoft 365 services such as Outlook, Exchange Online, Teams, SharePoint and OneDrive
- Manage user administration tasks including accounts, groups, licenses, MFA, shared mailboxes and distribution lists
- Troubleshoot workplace issues related to Windows, Office applications, VPN, printers, peripherals and business applications
- Analyze and resolve application-related issues and ensure a high level of user satisfaction
- Qualify, prioritize, document and follow up tickets until resolution or escalation
- Collaborate closely with technical teams and progressively develop your expertise in more advanced 2nd level support topics
- Ensure clear and professional communication with users and stakeholders
- Contribute to knowledge management, documentation and continuous service improvement initiatives
- Proactively identify opportunities to improve support quality and the overall user experience
What you bring
- 2 to 4 years of experience in IT Support, Service Desk or Modern Workplace environments
- Hands-on experience supporting Microsoft 365 services, including Outlook, Exchange Online, Teams, SharePoint and OneDrive
- Strong troubleshooting skills for Windows, Office applications and workplace-related technologies
- Experience managing user accounts, access rights, licenses, MFA, shared mailboxes and distribution lists
- Familiarity with ticketing and ITSM tools and the ability to document work clearly and accurately
- A structured, proactive and service-oriented mindset with excellent communication skills and a strong customer focus.
- Willingness to continuously learn and develop your technical expertise
- Knowledge of Entra ID (Azure AD), Intune, Endpoint Manager, Exchange Admin Center, Teams Admin Center or Conditional Access is considered an advantage
- Experience working in a managed services or multi-customer environment, as well as ITIL knowledge or certification, is a plus
- Understanding of application support and workplace technologies
- Fluent German and French are required; English is an asset
What we offer
- The opportunity to work in a modern cloud and workplace environment within ELCA Group
- A role with direct impact on user experience and service quality
- Exposure to Microsoft 365, Modern Workplace and managed services technologies.
- A structured onboarding and continuous learning environment
- The opportunity to develop your skills beyond 1st Level Support and grow towards more advanced 2nd Level Support responsibilities.
- A collaborative, professional and supportive team culture
- The possibility to contribute actively to documentation, process improvements and service excellence
- A dynamic environment with a wide variety of customer contexts, technologies and challenges
Long-term development opportunities within one of Switzerland’s leading IT service providers
Join us and help shape modern digital workplaces while building the next step in your IT support career.
Skills Required
- 2 to 4 years of experience in IT support, Service Desk, or Modern Workplace support.
- Experience supporting Outlook, Exchange Online, Teams, SharePoint and OneDrive.
- Experience with user account management, access rights, MFA, licenses, shared mailboxes and distribution lists.
- Good troubleshooting skills on Windows and Office applications.
- Ability to understand and analyze simple application issues.
- Experience with a ticketing tool such as GLPI, DeskPro or another ITSM solution.
- Ability to document work clearly and accurately.
- Structured, reliable and service-oriented mindset.
- Strong communication skills and ability to interact professionally with end users.
- Good stress management, proactivity and reactivity.
- Willingness to learn and develop technical skills.
- German language - mandatory.
- French language - mandatory.
What We Do
With more than 2,300 experts, the ELCA Group is a leading independent Swiss IT service and solution provider, specialized in IT consulting, Cybersecurity, Cloud, Data & AI, Digital experience, Software development, Business applications and systems' integration across all industries. ELCA helps its clients to better compete in the digital era and gain in agility. The privately held company has offices in Pully (HQ), Zurich, Geneva, Bern, Basel, Rapperswil and Fehraltorf, as well as offshore centers in Italy, Spain, Mauritius and Vietnam.
