IT Services Professional

About the role

Sonova is looking for an IT Services Professional to deliver effective, user‑focused support across multiple sites. You will help employees resolve technical issues, adopt digital tools, and improve productivity while acting as a key contact for troubleshooting, training, and best‑practice promotion.

Key responsibilities

• Provide multichannel end‑user and endpoint support (in‑person, phone, remote) as the primary point of contact for technical issues.
• Manage hardware provisioning, software deployment, and configuration for laptops, desktops, and mobile devices.
• Diagnose and resolve Level 1 and Level 2 hardware and software incidents within tight timeframes.
• Administer identity and access management using Active Directory and Azure AD (Microsoft Entra ID).
• Leverage Microsoft Intune for device enrollment, MDM, configuration profiles, and app delivery.
• Maintain the Microsoft 365 environment, optimizing Exchange, Teams, SharePoint, and related tools.
• Assist with basic network and server administration, monitoring LAN/WAN, routing, switching, and Wi‑Fi.
• Log, track, and close tickets in an ITIL‑aligned service management platform, ensuring SLA compliance.
• Oversee the full IT asset lifecycle and coordinate with external vendors while supporting budget planning.
• Create and maintain technical guides, system documentation, and user self‑help resources.

Required profile

• Strong experience in end‑user support and troubleshooting of hardware and software issues.
• Familiarity with ITIL processes and ticketing systems.
• Ability to work across multiple locations and collaborate with vendors.

Required skills

• Active Directory / Azure Active Directory (Microsoft Entra ID)
• Microsoft Intune (MDM)
• Microsoft 365 administration (Exchange, Teams, SharePoint)
• Hardware provisioning and software deployment
• LAN/WAN networking, routing, switching, Wi‑Fi
• Basic server and system administration
• ITIL‑aligned service desk operations
• Asset tracking and vendor management