IT Support Expert (m/f/d)

Company: AFS - Arvato Financial Solutions - MF Group AG Work Location: Work Location Type: hybrid MF Group is a subsidiary of Riverty and part of the Bertelsmann Group. Around 120 employees work across two locations in Switzerland to make invoice-based purchasing with flexible installment payments even simpler and safer for Swiss retailers. As a leading Swiss provider, we are a key partner for the retail sector, combining credit checks, fraud prevention, invoicing, and pre-financing into a comprehensive end‑to‑end solution. In addition to our straightforward invoice payment solutions—both online and in‑store—we offer private customers flexible cash loans. We also issue a variety of payment cards. Our strength lies in managing complex projects where multiple sales channels and payment methods interact seamlessly. We work with nearly all major brick‑and‑mortar and online retailers in Switzerland, actively shaping the future of payments. We are looking for a IT Support Expert (m/f/d) (unlimited, full-time) Join our team at our location in Chiasso – flexible working conditions available This role is focused on delivering reliable first level IT support and a smooth day-to-day user experience across the company. You will be the first point of contact for employees needing help with devices, accounts, access, collaboration tools, and standard workplace services. You will also play a key role in employee onboarding and offboarding, ensuring that every joiner and leaver is handled in a structured, secure, and user-friendly way. The position is ideal for someone who enjoys working directly with people, solving practical IT issues, coordinating standard service requests, and keeping user operations organized and efficient. Key Responsibilities Provide first level IT support as the main contact for internal users, handling incidents, service requests, troubleshooting, and everyday technical issues across notebooks, peripherals, collaboration tools, meeting room equipment, remote access, VPN, printers, and standard business applications. Troubleshoot and resolve common hardware, software, access, and workplace issues directly where possible, escalating more complex problems to the appropriate technical teams and ensuring clear follow-up with users. Support workplace and device lifecycle operations, including device preparation, enrollment, handover, stock coordination, replacements, refresh activities, asset tracking, and vendor or RMA follow-up. Coordinate employee onboarding and offboarding end to end, including workstation readiness, account setup, access assignment or removal, equipment handover or return, checklist execution, recovery tracking, and coordination with internal stakeholders. Perform standard user administration and maintain clear support documentation, including password resets, permission requests, group membership updates, mailbox-related support, identity and access activities, onboarding/offboarding checklists, procedures, FAQs, and knowledge base content. Monitor system and service alerts, identify alarms, coordinate the initial response, escalate to the right technical teams when needed, manage clear communication with users and stakeholders during incidents, and collaborate internally to improve service quality and the overall employee support experience. Required Skills & Experience Degree in Computer Science or a related field, or equivalent practical experience in IT support, service desk, workplace support, or a similar operational role. Hands-on experience in first level user support, including incident handling, request fulfillment, troubleshooting, and user communication. Good understanding of Windows-based workplace environments, common business applications, device setup, peripherals, and standard end-user support processes. Experience supporting onboarding and offboarding processes with strong attention to detail, access control, security, user experience, and cross-team coordination. Familiarity with account administration, user access handling, asset tracking, ticketing systems, and standard workplace operations. Strong communication skills, service mindset, and the ability to work in a structured and reliable way with internal users and stakeholders. Nice to Have Experience with Microsoft 365, Entra ID, Intune, or similar workplace management tools. Familiarity with IT service management practices or ticketing platforms. Basic understanding of networking, remote connectivity, and collaboration tooling. Basic familiarity with monitoring and observability tools, including the ability to create simple checks or controls for common system, service, or availability scenarios. Experience in regulated environments such as financial services, payments, or other business-critical industries. Disclosure requirements pertaining to the collection of your personal data: Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG. The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here . You can contact the company’s Data Protection Officer at the above-mentioned postal address. 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