Advanced Technical Support Technician (Helpdesk) At Doctors Without Borders in Switzerland

Job Offer
(strictly no recruitment agencies)

Join MSF OCG as an Advanced Technical Support Technician (Helpdesk)!

We are looking for passionate people who are ready to contribute to our humanitarian mission.

Find out below the details of the position and the qualifications we are looking for.

Inclusivity and Diversity at MSF

Your qualifications and experience don’t exactly match all the requirements?

At MSF OCG, we are committed to fostering an inclusive culture that supports and amplifies the diverse voices of our people. We strive to create work environments where teams of people with diverse backgrounds, characteristics, perspectives, ideas and experiences collaborate to advance MSF’s social mission and improve outcomes for our patients and the communities we work with.

We understand that some people may be hesitant to apply if they don’t meet all of the job requirements. Research shows that this is especially true for women. If you feel you’re a good fit for this role, we encourage you to apply, even if you don’t meet all of the qualifications listed.

We encourage applications from people of all genders, ages, sexual orientations, ethnicities, backgrounds, religions, beliefs, disabilities and other diversity characteristics.

MSF does not tolerate any sexual exploitation or abuse, any form of discrimination or harassment, including sexual harassment. All selected candidates will be subject to reference checks.

Context & Mission

Médecins Sans Frontières is an independent international medical and humanitarian organisation that provides care to people in need, to people affected by natural or man-made disasters and to victims of armed conflict, without discrimination and regardless of race, religion, beliefs or political affiliation (MSF Charter).

As an Advanced Technical Support Technician (Helpdesk), your role will be central to ensuring a high-performance and accessible IT environment for MSF Switzerland employees. Do you enjoy working in a dynamic environment and being exposed to a variety of issues?

Main responsibilities

The Advanced Technical Support Technician (Helpdesk) guarantees the proper functioning of IT equipment and services for MSF Switzerland employees, by ensuring:

• Installation, configuration and maintenance of workstations via Microsoft tools (Intune, MECM), mobile equipment and videoconferencing solutions.
• Managing user requests and incidents through a ticketing system and proactively resolving issues.
• Management of our ticketing application (maintenance, development, customization).
• Provide basic training to users during onboarding and offboarding processes as well as on our Microsoft tools (Teams, M365, Office Suite).
• Packaging our applications to keep working environments up to date.
• Administration of our Teams tools, Teams telephony, video conferencing, Intune, etc.
• Management of user accounts, distribution lists, security groups.
• Involvement in technical development projects, including process automation with tools such as PowerShell and C#.
• Supervise equipment inventory and manage necessary orders and maintain an accurate up-to-date inventory.
• Raise user awareness of cybersecurity risks by ensuring an operational response in the event of an attack (phishing, ransomware) coordinated with system administrators.
• Automate support processes via PowerShell scripts.
• Participate in continuous improvement projects related to new technologies.

Profile sought

Education

• Maturity level, CFC commercial/administration employee (accounting, executive assistant).

Experience

• At least 2 years of experience in Level 1 and 2 support, able to efficiently resolve user issues and provide excellent customer service. Knowledge of the international humanitarian or other NGO environment.
• Hands-on experience in network administration, Windows systems management, and using tools like SCCM and Intune is preferred.
• We value candidates who have led or contributed to initiatives aimed at automating or optimizing IT processes.
• Experience in an international or humanitarian environment is an asset.

Technical Skills

• MSF uses Microsoft technologies:
  • Windows, Microsoft 365
  • SCCM/MECM/Intune for deployment and management of mobile applications and devices
  • Active Directory for identity and access rights management
  • Teams and Microsoft telephony solutions.
• Knowledge and awareness of IT security affecting users such as Phishing and preventive and corrective actions: MFA, various best practices
• Knowledge of ITIL methodology
• Automation via scripts (PowerShell, C#).
• Knowledge of mobile phone hardware and operating systems: Android and iOS

LANGUAGES

• Fluent in French and English
• Other language an asset

Personal qualities

• Excellent interpersonal and teaching skills.
• Ability to work under pressure with rigor and autonomy.
• Sense of organization and priority management.
• Passionate about learning and perfecting new techniques.

Working conditions

• 100% full-time position (40 hours/week)
• Permanent contract
• Work location: Geneva
• Ideal start date: 03.03.2025
• Gross annual salary (at 100%): from CHF 86,508 to CHF 99,612 (salary based on equivalent experience and the internal salary scale).
• Paid vacation: 25 days per year, pro rata temporis, plus Swiss public holidays falling during the term of the contract.
• Pension fund: contribution to the pension fund (2nd pillar-BVG) covered 3/4 by MSF and 1/4 by the employee.
• Relocation assistance when moving from another country to Switzerland.