Modern Workplace Support Specialist

About ELCA Cloud Services

ELCA Cloud Services is the cloud specialist within ELCA Group. We support Swiss-based companies in their digital transformation journey by providing reliable, secure and high-quality managed services.

As part of our Modern Workplace activities, we support our customers in their daily use of Microsoft 365, workplace devices, collaboration tools and business applications. Our goal is to provide smooth and efficient digital workplace experience to end users.

Your role

As a Modern Workplace Support Specialist, you will report to the Workplace Support Team Leader, within the Platform Operations department. You will be the first point of contact for our customers’ users regarding workplace-related incidents and service requests.

You will support users in their daily work, troubleshoot issues, handle requests, document solutions and contribute to the continuous improvement of our support services.

The role is mainly based on remote support activities, with occasional on-site interventions at various customer locations in Switzerland when required.

This role is ideal for someone with strong communication skills, a service-oriented mindset and 2 to 4 years of experience in IT support or Modern Workplace environments.

The position is based in Bern.

• Handle workplace-related incidents and service requests.
• Support users on Microsoft 365 services such as Outlook, Exchange Online, Teams, SharePoint and OneDrive.
• Manage common user administration tasks such as accounts, groups, licenses, MFA, shared mailboxes and distribution lists.
• Troubleshoot workplace issues related to Windows, Office applications, VPN, printers, peripherals and business applications.
• Analyze application-related issues, for example when an application does not start, access is blocked or the behavior is abnormal.
• Ensure clear and regular communication with users.
• Qualify, prioritize, document and follow up tickets until resolution or escalation.
• Escalate issues to the appropriate technical teams with clear context and actions already performed.
• Contribute to the creation and maintenance of internal documentation and knowledge base articles.
• Proactively suggest improvements to increase support quality and user satisfaction.

• 2 to 4 years of experience in IT support, Service Desk, or Modern Workplace support.
• Experience with Outlook, Exchange Online, Teams, SharePoint and OneDrive support.
• Experience with user account management, access rights, MFA, licenses, shared mailboxes and distribution lists.
• Good troubleshooting skills on Windows and Office applications.
• Ability to understand and analyze simple application issues.
• Experience with a ticketing tool such as GLPI, DeskPro or another ITSM solution.
• Ability to document your work clearly and accurately.
• A structured, reliable and service-oriented mindset.
• Strong communication skills and the ability to interact with end users in a professional way.
• Good stress management, proactivity and reactivity.
• Willingness to learn and develop your technical skills.

• Knowledge of Entra ID / Azure AD.
• Knowledge of Intune / Endpoint Manager.
• Knowledge of Exchange Admin Center or Teams Admin Center.
• Knowledge of Conditional Access.
• Experience with ManageEngine.
• ITIL knowledge or certification.
• Experience in a multi-customer or managed services environment.
• Basic knowledge of application support in a workplace context.

• German: mandatory
• French: mandatory
• English: nice to have

• The opportunity to work in a modern cloud and workplace environment.
• A role with direct impact on user experience and service quality.
• Exposure to Microsoft 365, Modern Workplace and managed services topics.
• A collaborative and professional working environment.
• The possibility to grow technically and take more responsibilities over time.
• The opportunity to contribute to documentation, process improvement and service quality.
• A dynamic environment with a variety of customer contexts and workplace technologies.