Overview
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Senior IT Support Technician
role at
Idorsia Pharmaceuticals Ltd.
Job Responsibilities
Device Procurement & Setup: Define procurement standards, validate requests, and coordinate device staging and configuration for new hires and replacements (laptops, i Pads, accessories).
Affiliate Enablement: Train and support local IT referents in affiliates, ensuring alignment with global standards and best practices, remotely or by travelling to our EU affiliates.
Inventory & Lifecycle Management: Manage and monitor inventory across all EU locations, ensuring accurate lifecycle tracking and documentation via our ITSM platform.
Shipping & Logistics: Organize and track shipping, receiving, and returns of devices across multiple countries
Onboarding & Offboarding: Support on-premises and remote user onboarding and offboarding processes, including device handover, setup, and asset recovery.
Technical Support: Be the global IT support referent for our EU affiliates, provide first-line remote troubleshooting for hardware and software issues, escalating complex cases as needed.
Compliance & Documentation: Maintain accurate records of device assignments, incidents, and interventions in ITSM tools. Ensure compliance with IT policies, security standards, and data privacy regulations
User Communication & Reporting: Collect feedback from users and local referents to drive continuous improvement of support processes. Prepare and deliver regular reports on support activities, inventory status, and user satisfaction to IT management
Meeting Room & Printer Support: Contribute to Meeting Room & Printer support, setting up and managing lifecycle of meeting room and printing IT equipment
Ticket Management: Ensure IT tickets and Onsite support documentation are updated at all times until issues are resolved and escalate unresolved incidents/service requests within agreed timelines
Candidate’s Requirements
Bachelor’s degree in computer science
Minimum 7 years of experience in IT support, workplace services, or a similar hands-on technical role
Proven experience in managing Windows laptops, i OS devices, and productivity tools (Microsoft 365, Teams, etc.)
Experience with device lifecycle management, inventory tracking, and logistics coordination
Strong troubleshooting skills for hardware and software issues in a multi-site, international environment
Excellent communication and training skills; able to explain technical concepts to non-IT staff
Highly organized, proactive, and able to work independently as well as in a team
Strong customer service orientation and problem-solving mindset
Fluent in English (written and spoken); proficiency in French and/or German is a plus
Experience with ITSM tools (e.g., Service Now) is an asset
What Idorsia Offers
Exciting opportunities for development and professional growth within our dynamic organization
A collaborative and solution-oriented environment where you can make a difference
An innovative and open culture in a truly multicultural environment
A competitive salary and generous social benefits
Work Location: Allschwil
Country: Switzerland
Business Area: Corporate Finance & Infrastructure; Global Information Services
Schedule: Fulltime
Job Type: Permanent
Job ID: 4661
Idorsia Pharmaceuticals Ltd ("Idorsia") is committed to a fair and transparent application process. We encourage all potential candidates with diverse backgrounds to submit their job applications. All applicants will receive consideration. Please be informed that if you are selected for this position, your employment will be subject to a pre-employment background screening process.
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