IT Service Desk (1st Line Support)

Serve as the first point of contact for all IT-related issues and requests, providing timely 1st line support for hardware and software across the organisation.

You will have the following responsibilities:

Service Desk & End-User Support

• Act as the first point of contact for all IT support requests (phone, email, ticketing system and in-person)
• Log, triage and manage incidents end-to-end in line with agreed SLAs
• Escalate complex cases to 2nd/3rd line support with clear, structured documentation
• Keep users proactively informed on progress, expectations, and resolution timelines

Hardware Support

• Troubleshoot and resolve common issues across laptops, phones, printers and peripherals
• Perform basic hardware replacements (keyboards, mice, cables) quickly and effectively
• Set up and configure workstations for new starters, including asset tagging and inventory management
• Coordinate equipment returns and decommissioning for leavers, ensuring clean handovers

Software & Platform Support

• Provide 1st line support across the Microsoft 365 environment (mailboxes, permissions, Teams, calls/meetings)
• Manage user accounts, access, and security (password resets, MFA, group memberships, licensing)
• Administer users and services via OnPrem AD, Microsoft Entra ID (Azure AD) and Microsoft 365 Admin Center
• Enroll, configure, and troubleshoot devices using Microsoft Intune

What you bring along:

• Completed EFZ apprenticeship in IT or relevant professional experience in 1st level support
• Solid understanding of IT service desk and incident management processes (SLA-driven support)
• Experience with Microsoft 365 administration (Exchange, Teams, SharePoint, licensing), Microsoft Intune and Microsoft Entra ID (Azure AD)/ OnPrem AD user and access management
• Ability to prioritize and manage multiple tickets in a fast-paced environment
• Good documentation skills (ticketing systems, knowledge base updates)
• Scripting knowledge (PowerShell) is a plus
• Fluency in English, German is a plus

What we offer:

• Expertise: Work with crypto native experts
• Culture: Positive and supportive team culture that relies on common goals, ambitions and values
• Activities: Regular team events and activities
• Ownership: High level of autonomy and responsibility
• Crypto Salary: Option to get a part of your salary in Bitcoin and/or Ether
• Fitness: Sport over lunch activities
• Location: Office location in crypto valley right next to the train station of Zug
• Workation: Enjoy the flexibility of working across designated EU countries, with up to 10 days a year to combine work and travel

Please note that for this position, only direct applications with a valid working permit for Switzerland will be considered.