Senior IT Support Specialist / IT Site Support Lead

Job Purpose

The Senior IT Support Specialist / IT Site Support Lead will be responsible for ensuring reliable, secure, and efficient IT support for the Swiss organization, including the Basel office, and related local business operations.

The role will also oversee IT requirements related to the Basel local pharmaceutical plant, in coordination with the OT team and in alignment with Group IT standards.

The role will act as the key local IT point of contact, supporting users, coordinating with external IT service providers and Group IT, ensuring smooth daily operations, and contributing to IT projects, system improvements, onboarding activities, and infrastructure management.

This position is critical to guarantee business continuity, high-quality user support, and effective coordination between local business needs and Group IT standards.

Key Responsibilities

Local IT Support & User Assistance

• Provide day-to-day IT support to local users, ensuring timely resolution of hardware, software, network, access, and system-related issues.
• Act as the first escalation point for complex IT support topics affecting the Swiss site.
• Support employees with laptops, mobile phones, printers, meeting room equipment, Teams Rooms, access rights, and standard business applications.
• Ensure smooth IT onboarding and offboarding for new joiners, leavers, and internal transfers.
• Maintain a strong service mindset and provide professional, solution-oriented support to all users.

IT Infrastructure & Workplace Technology

• Support the local IT infrastructure, including workplace devices, printers, meeting rooms, network connectivity, and local technical equipment.
• Coordinate with external IT providers for on-site support, troubleshooting, hardware replacement, and infrastructure maintenance.
• Monitor recurring issues and propose improvements to increase stability, efficiency, and user experience.
• Ensure that local IT assets are properly tracked, maintained, and aligned with company standards.

 Vendor & Service Provider Coordination

• Coordinate day-to-day activities with external IT service providers.
• Monitor service quality, response times, ticket handling, and open issues.
• Support the review of service performance, open requests, and improvement areas.
• Assist in validating IT-related invoices, services delivered, and support activities when required.
• Contribute to the definition and monitoring of the annual IT budget, ensuring alignment with local business needs and Group IT guidelines.

IT Projects & Business Support

• Support local implementation of Group IT initiatives, system changes, infrastructure upgrades, and digital workplace solutions.
• Assist with IT-related projects such as meeting room technology, desk-booking tools, hardware refresh, office moves, and process improvements.
• Act as a bridge between local business functions, external providers, and Group IT.
• Ensure that local IT needs are properly communicated, prioritized, and followed up.

Compliance, Security & Governance

• Ensure local IT activities are aligned with Group IT policies, cybersecurity standards, data protection requirements, and internal control expectations.
• Support access management, user rights reviews, device compliance, and IT documentation.
• Promote secure and compliant use of IT systems across the organization.
• Support audit requests and documentation related to local IT processes when required.

Required Education

Required Skills and Experience

Experience

• Minimum 5–7 years of experience in IT support, IT operations, workplace technology, or site IT support.
• Experience in an international or regulated environment is highly desirable.
• Strong background in user support, hardware/software troubleshooting, Microsoft 365, Windows environment, mobile device support, and workplace infrastructure.
• Experience coordinating external IT providers and working with central/group IT teams.
• Experience supporting office moves, onboarding, meeting room technology, and IT infrastructure projects would be an advantage.

Soft Skills

• Strong service orientation and hands-on mindset.
• Excellent communication skills and ability to interact with users at all levels.
• Structured, reliable, proactive, and solution-oriented.
• Ability to prioritize tasks in a fast-paced environment.
• Strong sense of ownership and confidentiality.
• Comfortable working independently while staying aligned with Group IT standards.

Technical Competencies

• Strong knowledge of Microsoft 365, Windows, Teams, Outlook, SharePoint, OneDrive, and standard business applications.
• Good understanding of laptops, mobile devices, printers, meeting room systems, network basics, and IT asset management.
• Familiarity with user access management, IT security practices, and IT documentation.
• Ability to troubleshoot issues independently and coordinate resolution with internal or external specialists.

Required Behaviours and Competencies

Required Languages

• English: fluent
• German: good working knowledge preferred
• Additional languages are an advantage.

Travel required in %