Information Technology Support Technician

About Merz Aesthetics

Merz Aesthetics is a medical aesthetics business with a long history of empowering health care professionals, patients, and employees to live every day with confidence. We aim to help people around the world look, feel, and live like the best versions of themselves—however they define it. Clinically proven, our product portfolio includes injectables, devices, and skin care treatments designed to meet each patient’s needs with high standards of safety and efficacy. Being family-owned for more than 115 years, Merz Aesthetics is known for building unique connections with customers who feel like family. Merz Aesthetics’ global headquarters is in Raleigh, N.C., USA, with a commercial presence in 90 countries worldwide. It is also a part of Merz Group, which was founded in 1908 and is based in Frankfurt, Germany. Learn more at merzaesthetics.com.

Position Snapshot

• Location: Lonay (Vaud, Switzerland), with regular travels to Plan-les-Ouates (Geneva)
• Activity rate: Full-Time
• Type of contract: Unlimited contract (CDI)
• Start date: To be confirmed

Key Responsibilities

• Support Production: Provide all necessary IT support to ensure smooth Production operations. Prioritize and address Production-related requests with high urgency, delivering tailored solutions. Conduct regular visits to Production areas and directly interact with relevant stakeholders to implement corrective actions/improvements.
• User Support Levels N1, N2, N3: Deliver IT support to users following the request processing procedure. Provide support from Level 1 to Level 3 and ensure the follow-up of requests through the ticketing tool.
• Training Management: Welcome new employees and train them on standard IT tools.
• Application Management: For centrally managed applications (SAP), coordinate user account creation with remote teams. For locally managed applications, create user accounts after manager approval.
• Hardware Configuration: Deploy system images according to the global process and import user profiles.
• IT Infrastructure Maintenance: Perform first-level maintenance and monitoring of server, network, and telecommunication installations. Relay necessary information to relevant teams based on the type of maintenance or failure. Coordinate service provider interventions on IT installations.
• IT Security: Contribute to the implementation of local and global security policies. Manage data access and site areas according to access request processes.
• Project Participation: Collaborate with local and global IT teams on projects, acting as a field facilitator with high availability.

What will make you successful

Knowledge & Skills

• Strong interpersonal skills and empathy towards those less familiar with IT
• Organized in managing projects, tickets, and communication
• Knowledge of ticketing tools
• Proficiency in Active Directory
• Familiarity with system/software deployment tools
• Good understanding of network structures
• Comfortable with Microsoft Server/Client environments

Education & Qualifications

• Bachelor’s degree or equivalent, or training in Project Management

Professional Experience

• At least 2 years of experience in IT support
• Familiarity with major international IT standards (ITIL)

What we offer

• Work-life balance: Our time is precious; to promote good work-life integration, we allow flexible working hours and home office work, depending on the position requirements. Our employees also benefit from generous annual leave arrangements.
• Ongoing training: Your personal and professional development is key to our success. You will have access to multiple training programs (e.g., LinkedIn Learning, FranklinCovey, Harvard online) and development opportunities.
• Benefits: We offer various benefits, such as premium accident insurance, an attractive Pension Fund, discount programs, an Employee Assistance Program, and regular fun team activities.
• Sustainable development: The Merz Group is investing at every site to achieve carbon neutrality by 2035.