WayRay is a Swiss-based deep-tech startup on a mission to create a future where any transparent surface is a window into virtual worlds. Right now, we are seeking bright minds to join our team of talented professionals and bring our vision to life. Our strength lies in our diversity. We are always combining approaches, applying knowledge from different fields, and pushing the envelope.

We are looking for an IT Help Desk Team Lead in Zurich to join an actively expanding IT team. In this role, your key responsibility will be to support our colleagues in Zurich offices and manage work of the IT Help Desk globally.

Primary tasks
  • Managing IT user support function globally
  • Streamlining IT Help Desk (ITHD) processes with ITSM, setting up SLA
  • Ensuring that all the required equipment for office and colleagues is ordered, delivered, and set up properly in time
  • Maintaining IT equipment functional, organizing repairs and replacements if needed
  • Facilitating current employees with their day-to-day IT problems
  • Maintaining ITHD knowledge base, adding new articles on common user requests, also common Help Desk Specialist’s tasks
  • Maintaining ITHD portal in Jira, adding new issue types with Atlassian Specialist on common processes
  • Setting up and maintaining correct access, distribution groups, and organizational structure in AD
  • Maintaining user and service devices centralized way (Domain, Azure AD, MDM)
  • Maintaining assets (equipment and licenses) in the Insight database
  • Maintaining passwords database for service accounts, devices, and services
Expected results
  • Improve ITHD processes by moving it to Jira Service Management Portal (3 months)
  • Organize ITHD knowledge base in Confluence — update outdated articles, put in order and create new articles on common user requests (3 months)
  • Organize all the IT equipment assets in Zurich to be stored and managed with Insight (1.5 months)
  • Build a sufficient IT Help Desk team by hiring the essential team members to fit all the needs of the company (6 months)
  • Implement Apple Business Manager and capture all service Apple devices (3 months)
Requirements
  • 5 years of professional experience in IT Help Desk
  • 2 years of experience in IT as a manager
  • Deep understanding of ITIL framework and experience of implementing ITSM in the company
  • Experience in system configuration (Windows, macOS, iOS, Android)
  • Experience with AD, Azure AD, Exchange, PowerShell
  • Strong knowledge of TCP/IP stack, VPN, and authentication types
  • Basic knowledge of Atlassian Jira, Jira Service Management, Confluence administration
  • Ability to research, investigate and find a solution to any problem, diligence and patience, willingness to see things through to the end, healthy perfectionism
  • Approachability and readiness to help colleagues are your main strengths
  • English language at the level of advanced or higher
What we offer
  • Opportunity to work in a game-changing company alongside the best professionals from all over the world.
  • Transparency and openness at all levels
  • Opportunity to take part in boosting the company’s business processes
  • Chance to fulfill your most ambitious and daring ideas
  • Immersion in the Deep Tech culture where we give birth to real innovations
  • Benefits package including educational opportunities and stock option plan for all positions and grades
  • Competitive salary and bonus for outstanding results
  • Flexible work schedule
  • Team-building events and sport activities

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