IT Support Technician N1

Ref 2585257 | Date: 14 Oct 2026

API

Why choose API?

API, with more than 30 years of experience, is a family business, recognized for its real IT expertise; digital transformation, support service, Cloud...

We have known how to surround ourselves with the best experts in order to best meet the specific needs of our clients.

By opting for API, you choose a human-sized company benefiting from solid IT know-how.

We are proud of our unique corporate culture because we offer professional development opportunities, with continuous training programs, career evolution as well as rigorous monitoring.

We put humans at the heart of our activities: after all, our computers can solve problems, but they still don't know how to make a good coffee!

IT Support Technician N1

Today we are looking for an N1 Support Technician to join the ServiceDesk team of our client in Lausanne.

This is a position with a duration of more than 4 years, starting on March 1st, 2027.

Your role:

• Welcome, receive, and qualify user requests via different channels: telephone, self-service portal, e-mail, and physical reception desk.
• Create, categorize, document, and prioritize all incident tickets and service requests in the management tool (Jira Service Management).
• Perform first-level diagnosis and ensure autonomous resolution of incidents and requests within your scope of intervention (high First Level Resolution objective).
• Handle common service requests: password resets, account unlocking, assignment of access rights, and office assistance.
• Manage the IT equipment of the fleet: preparation and assignment of pool PCs, distribution of equipment from stock, telephony assistance, and SIM card management.
• Provide basic support on mobile terminals and business tablets (Android environment).
• Handle first-level security incidents: qualification of antivirus alerts and processing of phishing reports (Hoxhunt).
• Escalate and transfer unresolved tickets to level 2/3 expertise teams by providing all necessary analytical elements.
• Write and maintain up-to-date operational documentation (internal procedure sheets and user guides for employees).
• Rigorously respect service level agreements (SLA) and contribute to the overall satisfaction of end users.

The profile sought:

• Initial training in IT (CFC informatique, equivalent title or proven experience in a service center / user support).
• Proven experience in a similar position as a level 1 support technician or Service Desk in a corporate environment.
• Solid technical skills in Windows environments (workstations, Active Directory) and the Microsoft 365 / Teams office suite.
• Good notions of assistance on Android mobile terminals and corporate smartphones.
• Basic practical knowledge of SAP GUI (navigation and standard transactions).
• Operational mastery of a ticket management tool (ideally Jira Service Management) and awareness of ITIL best practices.
• Excellent sense of service, active listening, diplomacy, and interpersonal ease for manning the physical reception desk.
• Methodological rigor, ability to synthesize, reactivity, and ability to adapt within an on-site team.

The recruitment process steps at API:

• Let's start the conversation! To begin, we want to discover who you are: your background, your interests and your aspirations. This first contact will allow us to get to know you better.
• Then, let's go deeper! You will have the opportunity to meet our Business Managers who will tell you about life as a consultant at API. This will be the ideal time to discover the projects that catch your attention according to your ambitions!
• Let's make it concrete! Once the fit between your ambitions, your skills and the project is established, the adventure together can begin!

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