ICT Supporter: 1st Level Infrastructure & AI

Company Description Stella Bernrain is a traditional Swiss family business with the headquarters of Chocolat Bernrain AG in Kreuzlingen and Chocolat Stella SA in Giubiasco, specialising in the production of high-quality chocolate products. With passion and craftsmanship, we create exquisite chocolates that are appreciated both nationally and internationally. We pursue a niche policy in the areas of organic, fair trade, and functional chocolates. Our team consists of dedicated professionals working together to realise our vision. We invest in digital infrastructure to efficiently network production, logistics, and administration and to practically apply new technologies such as Artificial Intelligence. Job Description You are responsible for ensuring 1st-level support for all employees at the Bernrain and Stella sites as well as co-responsible for the stable and secure operation of the hybrid IT infrastructure (Microsoft 365 / Azure, Active Directory, Infor M3, Abacus, third-party and machine applications). You support the IT management in the introduction, operation, and secure use of AI tools. Your Tasks 1st-Level Support and Infrastructure Operation • First point of contact for all IT enquiries from employees by phone, remote or on-site at both locations • Recording, prioritising, processing, and documenting all requests in the ticket system; escalation to 2nd level or external partners and follow-up until completion • User, group, and permission management in Active Directory, Microsoft Entra ID and Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive), including onboarding and offboarding processes • Client and device management (Windows 11, mobile devices, printers, scanners) including staging and software distribution via Microsoft Intune • Planning and execution of update and patch management for servers, clients, network components and firewall according to defined maintenance windows, including control and documentation • Monitoring and control of data backup with Veeam Backup & Replication (job control, error analysis, regular restore tests) • Co-supervision of the WatchGuard firewall, VPN access, WLAN and network services (DNS, DHCP) within defined tasks • Monitoring system messages and security alerts; first response to disruptions and security incidents • Maintaining system documentation, instructions, checklists and hardware/license inventory Application Support and Partner Coordination• 1st-level support for the cloud ERP Infor M3 CloudSuite (user enquiries, permissions, print/output issues) and Abacus (cloud and on-premises) • Support for third-party and machine software in production, in collaboration with specialist departments • Collaboration with the external IT support partner and other suppliers: opening tickets, organising appointments and remote maintenance access, tracking solutions and documenting internally • Participation in IT projects (e.g. rollouts, migrations, system implementations) AI Tools and Automation• Operation and user support of deployed AI tools (e.g. Claude, Microsoft Copilot): user management, licences, configuration and connectors • Training and enabling employees in the safe and effective use of AI (prompting, use cases, limitations); creation of quick guides • Supporting specialist departments in recognising meaningful use cases and implementing simple AI-supported automations • Use of AI in daily work, e.g. for error analysis, script creation (PowerShell) and documentation • Compliance with and maintenance of internal AI guidelines and the AI tool register (data protection according to revDSG, data classification, approval processes) Your Profile Professional Experience • At least 2–3 years of experience in 1st-level support in a professional environment (SME or industrial environment advantageous) • Confident handling of ticket systems and experience in dealing with incidents and requests (incident and request management), ideally complemented by ITIL knowledge • Experience in collaboration with external support partners • Experience with ERP systems (ideally Infor M3 or Abacus) advantageous • Initial practical experience with AI tools in a professional context Technical Knowledge• Windows 11, Microsoft 365, Microsoft Azure, Active Directory, Microsoft Entra ID; basic network knowledge (TCP/IP, DNS, DHCP, VPN, WLAN) • Understanding of patch management, backup concepts and antivirus/endpoint protection • Advantageous: - Microsoft Intune or Mobile Device Management (MDM), Windows Server, Veeam, WatchGuard or comparable firewall solutions, Teams telephony - PowerShell or another scripting language; basic understanding of APIs and interfaces - Basic knowledge of data protection (revDSG) and IT security Certifications (Advantageous)• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) or Microsoft 365 Fundamentals (MS-900) • Microsoft Azure Fundamentals (AZ-900) or Azure AI Fundamentals (AI-900) Language SkillsGerman: fluent in spoken and written (native or C1)English and/or Italian: advantageous Home office allowed in exceptional cases, main activity and support must be provided on site, production and administration are in one building. We Offer We offer you a versatile position with broad insight into infrastructure, ERP, production and AI in a dynamic environment. Besides lots of chocolate, you can expect attractive social benefits, a challenging area of responsibility and opportunities for personal and professional development. You will work in this role in a small, dedicated team with short decision-making paths and plenty of scope for creativity. We support you with targeted training, especially in the areas of Microsoft, security and AI. In our family-run company, we live a first-name culture from the start and offer attractive benefits. Our Café Stella / Chocolate Shop is a popular meeting place. Contact If you have any questions, please contact us. Your application documents must be submitted via our application tool (Apply now) so that we can review your application professionally and in compliance with data protection. Please do not send emails directly. Only direct applications via our application tool will be considered.