Technical Support Engineer

IBV Informatik AG seeks a Mid-level Technical Support Engineer in Zürich to provide enterprise-level assistance, troubleshoot technical issues, and support customers using Collaboard on container infrastructures.

The company is looking for a professional to deliver high-quality technical support to enterprise clients and government entities. The role involves diagnosing complex software and hardware problems, assisting with the installation of Collaboard within container environments, and ensuring customer systems remain fully operational through effective troubleshooting and clear communication.

Responsibilities

• Investigate and resolve software and hardware challenges by consulting internal databases and external resources.
• Diagnose technical faults, including Single Sign-On (SSO) configurations and system integrations.
• Engage with clients via phone, email, or chat to identify root causes and guide them toward solutions.
• Monitor open tickets to ensure they are resolved within established timeframes.
• Escalate persistent issues to internal development teams when necessary.
• Maintain detailed logs of all reported issues and provide timely updates to customers.
• Follow up with clients after troubleshooting to confirm their IT systems are functioning correctly.
• Create and update technical documentation, including notes and manuals.
• Prepare accurate reports on support activities.
• Manage multiple concurrent issues while maintaining a positive relationship with clients.

Requirements

• Previous experience as a Technical Support Engineer, Desktop Support Technician, or in a similar IT support capacity.
• Practical knowledge of Linux, container environments (specifically Kubernetes), certificates, and DNS.
• Strong understanding of computer systems, mobile devices, and general technology products.
• Proficiency in diagnosing and resolving basic technical problems.
• Experience using remote desktop tools and help desk platforms such as Freshdesk.
• Excellent problem-solving abilities and strong verbal and written communication skills.
• Ability to provide clear, step-by-step technical guidance.
• A Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Skills in Linux System Administration.
• Good proficiency in both English and German.

What the company offers

• Flexible working hours designed to fit personal lifestyles.
• A supportive team environment with an appreciative atmosphere.
• Direct interaction with large enterprise customers and government bodies globally.
• Autonomy and opportunities for personal responsibility in work tasks.
• A down-to-earth culture within an owner-managed, independent company focused on high service quality.
• Access to a complimentary one-bedroom hotel room near Zurich.

About the company

IBV Informatik AG is a family-owned business established in 1981, employing approximately 30 people across various European countries. The company operates from its headquarters near Zurich, Switzerland, which is located in a converted former hotel.

• Family-owned heritage with a focus on independence and service quality.
• International team spread across Europe.
• Down-to-earth and appreciative workplace atmosphere.
• Headquarters situated in a unique former hotel building near Zurich.