IT Service Management Specialist - IT Support (100%)

Main tasks

• Managing the IT hotline (first-level support): providing assistance, processing error reports and troubleshooting, with telephone, on-site and remote support, including for our EU sites
• Working closely with KLK Group IT on escalation, resolution and alignment with global IT standards, tools, platforms and support processes, and harmonising IT support processes across our EU sites
• Ensuring smooth IT support, coordinating field service employees, supporting second-level support and escalating hardware issues to vendors
• Setting up, installing and relocating PCs, laptops and phones (including onboarding, offboarding and internal transfers) and creating, modifying and deleting user accounts
• Ensuring end-user devices comply with global endpoint configuration, security and patching standards
• Assisting with server maintenance and data backup in coordination with the IT Infrastructure Specialist and performing basic network tasks (e.g. VLAN assignment)
• Creating technical documentation (manuals, installation instructions, etc.)
• Performing administrative tasks within the IT department and participating in IT projects
• Ensuring GMP compliance within your area of responsibility (proper signing, deviation reporting, change control) and supporting compliance, security and audit activities

Special requirements

• Willingness to take part in the on-call duty rotation
• Occasional travel to our EU sites (if required)
• Mutual deputising with the IT Infrastructure Specialist

• Completed IT apprenticeship (e.g. Informatiker/in EFZ, ICT-Fachmann/-frau EFZ) or a comparable qualification
• 2–3 years of experience in first- and/or second-level IT support, ideally in an industrial or production environment
• Solid knowledge of Windows clients, Active Directory, Microsoft 365, endpoint management (e.g. Intune), ticketing systems and IT hardware, as well as a good understanding of business IT infrastructure and basic networking (LAN, VLAN, Wi-Fi)
• An advantage: knowledge of telephony/PABX and mobile devices, server and backup environments and ITIL (e.g. ITIL Foundation); experience in a GMP-regulated environment
• Very good command of German and English; Dutch is a plus
• Customer-oriented team player with strong communication skills in a multicultural environment; structured, reliable, flexible and resilient, with initiative and a willingness to learn

• A varied role at the heart of our IT, with direct contact with colleagues across all functions and sites
• An international environment with cross-site projects in Switzerland and the Netherlands and close collaboration with KLK Group IT
• Targeted training and certifications, with the opportunity to grow into the role of deputy to the Lead EU IT Service Management
• Flexible working hours and home office options where operations allow
• Modern employment conditions and attractive social benefits
• Place of work: Hedingen (ZH); start date by agreement

Join KLK Kolb, one of Europe's leading alkoxylation companies with approximately 550 employees driving innovation in surfactants, chemical specialties, and custom solutions for industries worldwide. As part of the global KLK OLEO Group, we operate 7 production facilities across Europe. Our three manufacturing sites are strategically located in the heart of Europe: Hedingen (Switzerland), Moerdijk (Netherlands) and Delden (Netherlands). At KLK Kolb, sustainable employability and employee vitality are fundamental to our company culture. We're committed to creating an environment where talented professionals thrive, grow, and shape the future of chemical innovation.