M365 Operations & Support Engineer (Bern/Zürich/hybrid) 60-100%

Monday morning, 08:15: At one customer, nobody can access SharePoint anymore, two new employees are waiting for their Intune device, and a mailbox rule has been sending emails into the void since Friday. Everything is somehow urgent, and not everything is equally important. You bring order to it: you recognize what is on fire, solve on your own what you can solve, and pass the rest on in a targeted way to the right Specialist Engineers. Our customers notice above all one thing: that it works. At Epic Fusion we are an AI-native team: uncomplicated, short paths, lots of room for shaping. We try new things, very much in the spirit of "Learn it over Know it", and build them directly into our processes. We understand our helpdesk as an intelligent, agent-supported service platform and not as a ticket system. Not everything works right away, but we learn quickly and build on what has proven itself. There is no finished process manual for every situation with us. If you need that, we are not the right fit. If you prefer to write it yourself, you are. This is what you will shape with us: - Keeping the overview: You take over ticket triage in the B2B helpdesk, set priorities, and ensure that every case lands with the right person. - Solving on your own: You independently handle Second-Level requests around Microsoft 365, from troubleshooting through configuration to root cause analysis. You want to know why something was broken, and not just that it works again. - Having SLAs under control: You monitor SLAs and open cases and step in before something escalates. - Accompanying customers at eye level: You proactively maintain the customer relationship. Our customers know whom they can call, and they trust you. - Playing in the team: You work closely with our Operations and Workplace Specialists and hand over cases in such a way that nobody has to ask follow-up questions. - Making the helpdesk smarter: What happens manually twice, you take a closer look at. You help shape how AI agents and automated workflows take over triage, analysis, and communication in the helpdesk. You fit with us if ... - you know Microsoft 365 from practice and Intune, Entra ID, Exchange, Teams, or SharePoint are no foreign terms for you. Experience with software packaging, Printix, or Azure is a plus, but not a must. - you have already worked in a helpdesk or IT operations environment and know how a busy Monday morning feels. - you stay calm even under pressure and can explain to a stressed customer in two sentences what happens next. - you have already tried AI tools because they interested you, and not because someone asked you to. - you communicate confidently in German and English. ... and these benefits appeal to you: - AI without limits: On our own Frontier Engine you work with 30 leading frontier models (Anthropic, OpenAI, Google, Mistral, Moonshot), plus Microsoft Copilot including Cowork. There is no token budget. - Further education: You deliberately develop yourself further, for example with Microsoft certifications, and grow with us towards Specialist or Engineer. - Workload that fits: 60–100%, depending on what fits your life. - Working where it suits: in our office hubs in Zurich or Bern, or remotely from all over Switzerland. - 6 weeks of vacation, business travel SBB first class, and an excellent pension fund solution. Find more English Speaking Jobs in Switzerland on Arbeitnow