**Who We Are** At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. **The Role** Scope of Work Onsite Support Specialist activities on customer location in Switzerland : desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. Onsite Support is the second point of escalation for the resolution of laptop & Mobile devices related incidents, service requests, and connectivity issues. The Onsite Support Specialist also enforces laptop & Mobile policies devices and procedures. Overall, the scope of IT support for onsite support is broad and varied and requires a range of technical skills and expertise. Onsite support professionals must be able to work effectively with a variety of stakeholders, including end-users, IT teams, and management, to ensure that technical systems and equipment are operating effectively and efficiently. Essential Responsibilities and Duties: · Provides second-line investigation and diagnosis. · Resolves and closes incidents/service requests as per help desk procedures & allocated timelines. · Escalates unresolved incidents/service requests within agreed timescales. · Performs IMAC (Install, Move, Add and Change) · Hands& Eyes support base don tickets for devices as : Laptops , PC ,IPAD Tablet, Thin Client (IGEL) . · Ensures tickets are always updated until issues are resolved and communicates with client regarding incident progress. + Taking part of shift-left to minimize physical intervention and have related issues solved remotely at L2 support which is part of Helpdesk. + Creating KB which could be useful for L2 as part of shift-left process. · Liaises with Vendors and 3rd party providers, when necessary. · Troubleshoots and resolves PC and software incidents and Logs record if necessary for tickets audits. · Coordinates with Service Desk/L2 ( Remote desktop Support ) for hardware repair if applicable (Laptops, Mobile, Local & server). · Assists with Site Security Officer (SSO) on IT security issues and virus elimination. · Assists Support for Virtual Devices when maintenance is required. · Special events coverage like outage, systems down, Priority events. · VIP (hand & Eyes Support ) · Local network support and/or assists centralized Network team for physical assistance. Supplier's Responsibilities In addition to providing the Deliverables and Services set forth in this SOW and the applicable Attachment, Supplier will: + participate in progress reviews, as requested by Kyndryl, to demonstrate Supplier's performance of its obligations; + participate in an annual security review of Deliverables as requested by Kyndryl + designate a Supplier employee to act as liaison to Buyer, supply up-to-date technical support contact and escalation matrix as needed + collaborate with Buyer on innovation ideas and opportunities for reducing cost, growing revenue and optimizing process efficiency, which may include economies of scale and greater efficiencies through improved technology or other developments. **Who You Are** You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required Skills and Experience · Knowledge of Windows, Mac, or Linux operating systems · Support help desk knowledge · Troubleshooting and problem-solving skills · Customer support knowledge · Active listener with flexibility to modify approach and adapt to customer needs Preferred Skills and Experience · Experience working with Windows, Mac, or Linux operating systems · Troubleshooting and problem-solving expertise · Support help desk experience · Customer support experience · Experience modifying approaches and adapting to customer needs **Being You** Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way. **What You Can Expect** With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed. **Get Referred!** If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address. Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.