BASEL OFFICE - Technology Support

Viking is a strong and dynamic company - with a growing fleet of more than 80 river ships, seven ocean vessels, two explorer ships and a Mississippi River ship.
Our guests experience all the comfort and elegance of our award-winning fleet cruising over 100 itineraries around the world.

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.

These enable planning, efficient operation, automation and reporting needs of the company.

Please note that we can only accept applicants who are eligible to work in Switzerland or in possession of a valid work permit.
 

ROLE DESCRIPTION

• As a key member of the IT Service Desk, the Support Technician provides Tier I and Tier II IT support for all business units
• The Technology Support role reports to the Service Desk Manager

KEY RESPONSIBILITIES

• You will support users with their computers, printers and phones. Consists of Windows 10/11 environment using office 365 with Dell Laptops and Desktops
• You will track all open service request tickets using a ticketing system (SNOW) and ensure that client support tickets are resolved to client satisfaction
• You will assist in investigation and resolution of second level support (expert) requests from end users by tracing data flows within and/or across systems
• You will interface with Tier II/III (Network Operations, Network Engineering, Systems Engineering, and Desktop Engineering) to escalate and resolve technical issues
• You will support problem management resolution by tracking system-wide problems and working with Tier II/III to see problem troubleshooting through resolution
• You will activate and manage accounts using Azure AD / Active Directory
• You will create and maintain comprehensive documentation for all troubleshooting procedures and move or replace computer equipment, as requested to support office moves and malfunctioning devices
• You will handle reimaging or redeployment of computer equipment.
• You will provide remote desktop support primarily using TeamViewer

KEY QUALIFICATIONS

• 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 10/11 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 (German / Mandarin is a plus)
• 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

EDUCATION

• Advanced training with computer applications and desktop technologies or equivalent work experience

NICE TO HAVE QUALIFICATIONS

• 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

CULTURE & BENEFITS

• Fast-growing and dynamic environment, a modern workspace, flexible working hours and hybrid model 
• Restaurant and regular company activities (e.g., cooking classes, sponsorship to sport events, …)
• Free cruise (for you and your +1) every two years and friends & family special discounts

HOW TO APPLY

Please apply via our website www.vikingcareers.com, including your CV in English and a one-page cover letter to introduce yourself and your interest for the role.
For more details about this position, contact Virginia Belli under +41 61 638 60 11