Senior IT Support Technician

About Idorsia
The purpose of Idorsia is to challenge accepted medical paradigms, answering the questions that matter most. To achieve this, we will discover, develop, and commercialize transformative medicines – either with in-house capabilities or together with partners – and evolve Idorsia into a leading biopharmaceutical company, with a strong scientific core.

Headquartered near Basel, Switzerland – a European biotech hub – Idorsia has a highly experienced team of dedicated professionals, covering all disciplines from bench to bedside; QUVIVIQ™ (daridorexant), a different kind of insomnia treatment with the potential to revolutionize this mounting public health concern; strong partners to maximize the value of our portfolio; a promising in-house development pipeline; and a specialized drug discovery engine focused on small-molecule drugs that can change the treatment paradigm for many patients. Idorsia is listed on the SIX Swiss Exchange (ticker symbol: IDIA).

Job Responsibilities

As a Senior IT Support Technician, you will serve as the global point of contact for IT support across all Idorsia EU affiliates. Your responsibilities will include:

• Device Procurement & Setup: Define procurement standards, validate requests, and coordinate device staging and configuration for new hires and replacements (laptops, iPads, accessories).
• Affiliate Enablement: Train and support local IT referents in affiliates, ensuring alignment with global standards and best practices, remotely or by travelling to our EU affiliates.
• Inventory & Lifecycle Management: Manage and monitor inventory across all EU locations, ensuring accurate lifecycle tracking and documentation via our ITSM platform.
• Shipping & Logistics: Organize and track shipping, receiving, and returns of devices across multiple countries
• Onboarding & Offboarding: Support on-premises and remote user onboarding and offboarding processes, including device handover, setup, and asset recovery.
• Technical Support: Be the global IT support referent for our EU affiliates, provide first-line remote troubleshooting for hardware and software issues, escalating complex cases as needed.
• Compliance & Documentation: Maintain accurate records of device assignments, incidents, and interventions in ITSM tools. Ensure compliance with IT policies, security standards, and data privacy regulations
• User Communication & Reporting: Collect feedback from users and local referents to drive continuous improvement of support processes. Prepare and deliver regular reports on support activities, inventory status, and user satisfaction to IT management
• Meeting Room & Printer Support: Contribute to Meeting Room & Printer support, setting up and managing lifecycle of meeting room and printing IT equipment
• Ticket Management: Ensure IT tickets and Onsite support documentation are updated at all times until issues are resolved and escalate unresolved incidents/service requests within agreed timelines

Candidate’s Requirements

• Bachelor’s degree in computer science
• Minimum 7 years of experience in IT support, workplace services, or a similar hands-on technical role
• Proven experience in managing Windows laptops, iOS devices, and productivity tools (Microsoft 365, Teams, etc.)
• Experience with device lifecycle management, inventory tracking, and logistics coordination
• Strong troubleshooting skills for hardware and software issues in a multi-site, international environment
• Excellent communication and training skills; able to explain technical concepts to non-IT staff
• Highly organized, proactive, and able to work independently as well as in a team
• Strong customer service orientation and problem-solving mindset
• Fluent in English (written and spoken); proficiency in French and/or German is a plus
• Experience with ITSM tools (e.g., ServiceNow) is an asset

What Idorsia offers

• Exciting opportunities for development and professional growth within our dynamic organization
• A collaborative and solution-oriented environment where you can make a difference
• An innovative and open culture in a truly multicultural environment
• A competitive salary and generous social benefits

Work  Location: Allschwil

Country: Switzerland

Business Area: Corporate Finance & Infrastructure; Global Information Services

Schedule: Fulltime

Job Type: Permanent

Job ID: 4661

At Idorsia, we harness the power of difference, authenticity, and inclusion to achieve business success.
We encourage all potential candidates with diverse backgrounds of race, color, religion, sexual orientation, gender identity, age, national origin, and disability to submit their job applications. All applicants will receive consideration.
We are committed to fostering respect, fairness, and equal opportunities for all job applicants and our employees.

Please be informed that if you are selected for this position, your employment will be subject to a pre-employment background screening process, of which you would be informed in greater detail in due course.

Idorsia Pharmaceuticals Ltd ("Idorsia") is committed to a fair and transparent application process. In order to avoid any conflict of interest in line with Idorsia Code of Business Conduct, which would undermine such a commitment, the applicants  must disclose any personal, financial, or other outside interests interfering with the interests of Idorsia. Further, the applicant is obliged to disclose any and all relationships with close or affiliated persons, who are employees of Idorsia or are collaborating with Idorsia in any other contractual relationship. 

Please note Idorsia operates a strictly controlled list of preferred recruitment partners. For those partners who have no valid, signed Master Service Agreement in place with Idorsia, all unsolicited resumes, CVs, anonymous profiles, or any other candidate details submitted through our website or to personal e-mail accounts of employees of Idorsia Pharmaceuticals (including any of its subsidiaries, affiliates, or related companies) are considered the property of Idorsia Pharmaceuticals and are not subject to payment of any form of introduction, placement or referral fees.