About VAT Group
At VAT, we change the world with vacuum solutions. As the world’s leading supplier of high-performance vacuum valves, we have been driving innovation for more than 60 years. With over 3,200 employees worldwide, we operate from our headquarters in Haag, Switzerland, with manufacturing sites in Switzerland, Malaysia and Romania, as well as sales and service hubs around the world. We are guided by our passions integrity, teamwork, customer centricity, and innovation – always working together as #oneVAT.
Joining us means becoming part of a passionate, international team where your voice is heard, your ideas matter, and your career growth is supported.
Main Responsibilities
- Responsible for receiving, prioritizing, and coordinating IT incidents and service requests from users via the ticketing system
- Act as first-level escalation owner, ensuring mission-critical incidents are handled efficiently and within agreed SLAs
- Lead in-depth investigations and structured problem-solving for complex or recurring issues
- Coordinate and delegate tasks within the IT support team, ensuring proper workload distribution and timely resolution
- Effectively communicate and escalate issues between business stakeholders, internal IT teams, and external specialists
- Own issue management lifecycle, liaising with required specialist teams (Applications, Infrastructure, ERP, Vendors)
- Track incidents and service requests to resolution, ensuring accurate and timely updates in the helpdesk management system
- Identify recurring issues, drive root cause analysis, and implement permanent corrective and preventive actions
- Contribute to the continuous improvement of IT support processes, service quality, and user experience
- Support onboarding, coaching, and knowledge transfer within the IT team
Qualifications
- Broad and solid IT knowledge in a Microsoft-based environment
- Good understanding of enterprise IT landscapes and business processes
- Knowledge of ERP systems (Microsoft Dynamics 365 preferred)
- Ability to understand business requirements and translate them into IT actions
- Structured, solution-oriented, and service-focused mindset
Mandatory Requirements
- Several years of experience in a similar IT role (IT First Level Support, Application Support, or equivalent)
- Previous experience coordinating, mentoring, or leading colleagues in an IT support or operations environment
Strong hands-on experience with:
- Windows 7 and Windows 10 administration
- Windows Server environments
- Hardware configuration and troubleshooting
- Active Directory administration
- SharePoint environments
- Experience working in manufacturing, industrial, or shopfloor IT environments is an advantage
- Familiarity with IT service processes (incident, problem, and change management)
- Ability to prioritize and manage multiple incidents and requests in parallel
- Very good communication skills, including stakeholder-facing communication
- Proficient in written and spoken English
Preferred Capabilities
- Experience working with ERP solutions (Master Data Management, process design, and operational support)
- Experience in software development or scripting (e.g., troubleshooting, automation)
- Basic networking knowledge (e.g., Cisco switching, port configuration, basic network troubleshooting)
- Experience with interface configuration and system integrations
Our commitment to inclusion, fairness and equal opportunities
We believe in meaningful careers, continuous learning, and equal opportunities for everyone to drive our innovation and success. We welcome applicants from all backgrounds and are dedicated to fostering an inclusive and respectful workplace. If you have concerns, our compliance channel is available at our website. All reports are handled with strict confidentiality and in accordance with our Code of Conduct.
