Modern Workplace Support Specialist

Elca Informatik AG seeks a Modern Workplace Support Specialist in Bern for hybrid work. The role provides 1st and 2nd level support for Microsoft 365 and workplace technologies, requiring fluent German and French.

Within the Platform Operations department, this position supports ELCA Cloud Services' mission to deliver a seamless digital workplace experience. The specialist assists Swiss companies with their digital transformation by managing Microsoft 365 services, workplace devices, and collaboration tools, reporting to the Workplace Support Team Leader.

Responsibilities

• Handle first and second level support tickets for workplace incidents and service requests.
• Assist users with Microsoft 365 applications including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.
• Administer user accounts, groups, licenses, multi-factor authentication, shared mailboxes, and distribution lists.
• Diagnose and resolve issues related to Windows, Office apps, VPN, printers, peripherals, and business software.
• Analyze application problems to maintain high user satisfaction levels.
• Prioritize, document, and track tickets until resolution or escalation.
• Work with technical teams to advance expertise in complex second level support topics.
• Maintain professional communication with users and stakeholders.
• Participate in knowledge management, documentation, and service improvement efforts.
• Identify ways to enhance support quality and the overall user experience.

Requirements

• Two to four years of experience in IT support, service desk, or modern workplace settings.
• Practical experience supporting Microsoft 365 services like Outlook, Exchange Online, Teams, SharePoint, and OneDrive.
• Strong troubleshooting abilities for Windows, Office applications, and workplace technologies.
• Experience managing user accounts, access rights, licenses, MFA, shared mailboxes, and distribution lists.
• Familiarity with ticketing and ITSM tools, with the ability to document work clearly.
• A structured, proactive, and service-oriented mindset with excellent communication skills.
• Willingness to continuously learn and develop technical expertise.
• Fluent proficiency in both German and French.

Nice to have

• Knowledge of Entra ID, Intune, Endpoint Manager, Exchange Admin Center, Teams Admin Center, or Conditional Access.
• Experience in managed services or multi-customer environments, plus ITIL knowledge or certification.
• Understanding of application support and workplace technologies.
• English language proficiency.

What the company offers

• Work in a modern cloud and workplace environment within ELCA Group.
• Direct impact on user experience and service quality.
• Exposure to Microsoft 365, Modern Workplace, and managed services technologies.
• Structured onboarding and continuous learning environment.
• Opportunity to develop skills beyond first level support towards advanced second level responsibilities.
• Collaborative, professional, and supportive team culture.
• Possibility to contribute to documentation, process improvements, and service excellence.
• Dynamic environment with diverse customer contexts, technologies, and challenges.
• Long-term development opportunities within one of Switzerland’s leading IT service providers.

About the company

ELCA Cloud Services operates as the cloud specialist within the ELCA Group, supporting Swiss-based companies in their digital transformation journey. The team delivers reliable, secure, and high-quality managed services to ensure a seamless and efficient digital workplace experience that empowers users to work effectively every day.

• Support Swiss-based companies in their digital transformation journey.
• Deliver reliable, secure, and high-quality managed services.
• Provide a seamless and efficient digital workplace experience.
• Empower users to work effectively every day.