Helpdesk Technician

PURPOSE OF POSITION

Viking Cruises is one of the world’s leading cruise line company that manages a fleet of 64 river ships and 4 ocean ships (and growing) with offices across the globe. We have our Marketing and Sales headquarters based in Los Angeles, US, and the Operational Head Office based out of Basel, Switzerland.

The Business Solution team (within IT) plays an integral role in the strategy, architecture, design/acquisition, implementation and management of various business applications and software solutions to enable planning, efficient operation, automation and reporting needs of the company. As a key member of the IT Service Desk, the Helpdesk Technician provides Tier I and Tier II IT support for all business units. He/she reports to the Service Desk Manager.

This role will be located in Basel, Switzerland. Starting date would be as soon as possible. Please note that we can only accept candidates who are eligible to work in Switzerland or are in possession of a relevant work permit.

RESPONSIBILITIES

• Support users with their computers, printers and phones. Consists of Windows 7/10 environment using office 2010/2016 with Dell Laptops and Desktops
• Track all open service request tickets using a ticketing system (HP Service Anywhere) and ensure that client support tickets are resolved to client satisfaction
• Assist in investigation and resolution of second level support (expert) requests from end users by tracing data flows within and/or across systems 
• Interface with Tier III (Network Operations, Network Engineering, Systems Engineering, and Desktop Engineering) to escalate and resolve technical issues
• Support problem management resolution by tracking system-wide problems and working with Tier III to see problem troubleshooting through resolution
• Activate and manage accounts using Active Directory and Microsoft Exchange 
• Create and maintain comprehensive documentation for all troubleshooting procedures and move or replace computer equipment, as requested to support office moves and malfunctioning devices
• Handle reimaging or redeployment of computer equipment
• Provide remote desktop support primarily using TeamViewer

QUALIFICATION PROFILE

• Advanced training with computer applications and desktop technologies or equivalent work experience
• 1-2 years work experience in a similar role
• Knowledge of the hospitality industry is preferred, but not required
• Troubleshooting experience with Microsoft Products 
• In depth knowledge of Windows 7 / 10 operation systems and MS Office
• Basic knowledge of Active Directory
• CompTIA A+, MCP, MCSE, ITIL Foundation preferred
• Willingness to perform excellent customer service
• Need to be able to read, write and understand English (Mandarin is a plus)
• Basic knowledge of server virtualization technologies (VMWare Vsphere / Hyper-V)
• Basic knowledge of desktop virtualization technologies (VMWare Horizon / XenDesktop)
• Ability to prioritize, direct, and resolve incidents in a hectic environment
• Initiative to develop personally and professionally without prompting
• Work effectively in a team-oriented, collaborative environment, understanding the organization’s goals and objectives
• Proficient in Microsoft Office tools including Project, Word, Excel, and PowerPoint
• You are passionate about helping non-technical people
• You have a can-do mindset and you love working in a fast-paced environment
• You love to be the go-to Person for our internal clients and within the team
• You are excited about working in the cruise industry

WHAT WE OFFER

• Flexible working hours
• Free soft drinks, juices and coffee
• Regular company events, e.g. sports games, BBQ, cooking classes
• A modern working environment with height-adjustable desks
• A dynamic and fast-growing environment where you can drive your future
• A free cruise for you and your +1 every two years
• A highly talented, passionate and international team
• A brand-new canteen

If you are interested in this role, please apply via our website, including a cover letter as well as your CV and relevant references.