Level 2 Support, IT Service Operations

At Landis+Gyr, we don't just manage energy-we lead the transformation toward a smarter and more sustainable energy future.

With a net revenue of USD 1.73 billion in FY 2024, and a presence in over 30 countries across five continents, Landis+Gyr empowers utilities and consumers to optimize energy usage through advanced metering, grid-edge intelligence, and powerful data analytics.

Today, our global team of about 6,300 professionals is shaping the digital energy era-developing innovative technologies that support decarbonization, grid modernization, and real-time energy insights. Our record USD 4.6 billion order backlog and strong book-to-bill ratio reflect long-term confidence in our mission and solutions.

Join us at Landis+Gyr, where we manage energy better!

This individual is responsible for L2 support within the global IT Service Operations organization.
This position includes supporting all relevant L2 incidents, problems, changes and service requests, relating to infrastructure, collaboration, security, or other relevant areas of IT Service Operations support. This role also requires a strong focus on resolving technical issues, KB article improvements, supporting end-user environments, and coaching L1 support team members. Adept at managing Active Directory and Azure AD, and supporting tools like Microsoft Exchange, Intune, and SCCM. Strong background in incident resolution, system monitoring, and compliance with ITIL processes. Also Known for delivering responsive technical support, maintaining thorough documentation, and contributing to global IT projects and continuous improvement initiatives. It is also important that they represent key areas within IT Service Operations, focusing on Infrastructure, collaboration, enterprise desktop and IT Security areas. They also represent the local business for any IT-related matter or an escalation point. This position requires strong customer focus and cooperation between the various IT Teams.

Areas of responsibility:

Operations:
Microsoft Exchange: Manage mail flow, mailbox provisioning, and troubleshooting email-related issues.
Microsoft Intune: Configure and manage mobile device policies and application deployments. Ensure compliance with corporate security standards.
System Center Configuration Manager (SCCM): Deploy software, updates, and operating systems across the enterprise. Monitor and report on system health and compliance.
Active Directory (AD) & Azure Active Directory (AAD): Manage user accounts, groups, group policies, and directory synchronization. Support identity and access management initiatives.
Video Conferencing Systems: Support and maintain platforms such as Microsoft Teams and Zoom. Troubleshoot connectivity and performance issues. Ensure meeting room technology is operational.
Network Printers: Install, configure, and maintain networked printers across multiple locations. Manage printer queues, drivers, and user access. Troubleshoot and resolve printing issues efficiently.
General IT Support: Provide Tier 2/3 support for escalated technical issues. Providing localized IT support as needed. Collaborate with global IT teams to ensure consistent service delivery.

Projects/Continuous Improvement:
Look for new opportunities to improve the operational effectiveness of the End User Compute environment.
Be competent to support global, regional, and country level IT projects
Increase the quality of the documentation and communication relating to areas within IT Service Operations
Continuous review and optimization of existing processes in cooperation with other IT functions.
Support projects owned by other global functions

Documentation/Governance:
Strong focus on documentation, compliance, and communication
Ownership of KB articles relating to IT Service Operations
Process alignment to ITIL (including, change, Incident, and problem) and work with other functional teams for alignment.
Follow existing Landis+Gyr processes, policies, and procedures. Review existing ones and where current ones are insufficient, suggest optimizations.

Corporate Citizenship:
Manage Energy Better: Consciously drive for continuous improvement in reusing, recycling, or reducing waste
Maintain awareness of identified and potential health and safety, quality and environmental aspects within the workplace and their impact, including the reporting of any accidents/incidents/near misses or hazards
Act responsibly to meet the objectives/requirements at the appropriate level as described in the Health, Safety and Injury Management Responsibilities Policy

Key Metrics:
Meet SLA targets for incident response and resolution
Maintain up-to-date documentation for all supported systems
Projects delivered on schedule
Meeting rooms operational and ready

Experience:
Proven track record of L1/L2 Support model in a similar global environment
Ability to work across cultures
Exceptional customer service skills
Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word
Excellent documentation skills
Ability to self-manage and think outside the box
Technical expertise with AD, AAD, SCCM, Intune, MS Teams, MS Exchange, Video Conferencing, Network Printers
Exposure to multi-domain, multi-site networks
Familiarity with Dell, Lenovo and/or Toshiba hardware
Ability to work with externals, including consultants and vendors
Proactive "can do" attitude
Strong Hardware and SW troubleshooting skills
Strong written and spoken English language skills with cultural awareness
Effective listening, constructive advice, and the ability to understand others.
Flexible, responding to adverse situations quickly, and implementing solutions.
Team coordination and results driven

Education, Qualifications and Additional Requirements:
Bachelor's degree in computer science, business administration, electronic engineering or similar, or relevant industry experience.
Service Desk experience "Senior"
Good understanding in ITIL methodology.
Working with global service desk systems, like ServiceNow.
Microsoft certifications highly regarded.

Landis+Gyr is a global leader in energy management solutions, operating in over 30 countries and headquartered in Switzerland. We are thrilled that you've considered Landis+Gyr to be a part of your professional journey. As a part of the L+G family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $74,200 - $100,287 per year. The position is eligible for a 401(k) match and consideration for an annual bonus. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held. All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We value and encourage diversity in our team. This position is open to all qualified candidates regardless of gender, race, age, disability, sexual orientation, or background. We're committed to shaping a better future for everyone. #EnergizeYourCareer and join us on our journey towards a greener tomorrow.

Job Title: Level 2 Support, IT Service Operations

Requisition ID: 21629

Location: