Description

Support & (100%)A reference in the energy transition in Neuchâtel, Viteos ensures the supply of energy as well as the management of water, electricity, gas, and district heating/cooling networks for more than customers. The Viteos group offers both private individuals and companies efficient, comprehensive, and sustainable solutions in the fields of infrastructure, photovoltaics, storage, heat pumps, and electric mobility. Present in French-speaking Switzerland with its subsidiaries Viteos Solutions, Swiss-Green, Betelec, FTG, and EMG Electroprocess, the Viteos group employs more than 500 people. Each of our companies pursues a responsible environmental and societal policy and is committed to being a trusted partner, close to itsSupport & (100%)Do you like solving problems, being close to users, and getting things done?We are looking for a Support & capable of ensuring the link between IT and the business lines within our various group companies. Your main mission will be to support our users on a daily basis, ensure technical support, coordinate the IT needs of the subsidiaries, and contribute to the continuous improvement of our tools, by acting as an interface with both users and the management of each company.Support and incident resolution (main activity)- Take charge of and resolve Help Desk tickets from levels 1 to 2, both technical and functional.- Intervene directly with users of the subsidiaries, traveling alone to the various sites.- Diagnose technical incidents and requests, and resolve them independently or in collaboration with internal/external partners when necessary.- Organize and manage your own travel and intervention schedule according to priorities.- Ensure clear follow-up of requests and proactive communication with users.Activity monitoring and reporting- Create and maintain dashboards for tracking requests and incidents for each company.- Regularly present support activity (tickets opened, resolved, in progress) to the management of the companies.- Define and monitor key indicators: ticket volumes, resolution times, user satisfaction rates.- Analyze recurring incidents and trends through these dashboards in order to propose preventive actions.Management of tools- Contribute to the availability, reliability, and performance of business tools.- Participate in tests, updates, and production deployments.- Maintain functional and technical documentation.- Participate in development projects and those related to Artificial Intelligence.User support- Analyze user needs and distinguish real needs from comfort requests.- Evaluate priorities and urgency levels according to business stakes.- Support users in the adoption of tools and best practices.- Identify recurring needs and propose improvements.- Be the privileged contact for the management of each subsidiary for daily IT subjects.- Report to management a consolidated vision of IT needs and pain points of their company.Profile sought- Bachelor's degree or diploma in Information Systems or Management (or equivalent experience deemed sufficient).- Minimum 3 to 5 years of experience in technical support and maintenance (levels 1 to 2), ideally in a hands-on environment.- Autonomous, comfortable diagnosing and resolving incidents without close supervision.- Driver's license and availability for regular travel, independently, between the group's companies.- Excellent sense of service and communication with users.- Solution-oriented, capable of managing priorities and agenda independently.- Ability to adapt to varied interlocutors, from end users to management.- Fluent French and good knowledge of English.At a glance, your benefits:- Click here to learn more.Start date: To be agreed(This position is open to any person, regardless of their gender, identity, origin, or disability.) jiddf99a41aen jit0832aen jpiy26aen