Senior IT Support Specialist

About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.
We are seeking a skilled and customer-focused Senior IT Support Specialist to join our International IT team. Located in Switzerland, the successful candidate will provide advanced technical support to end-users, resolving escalated incidents, maintaining local IT systems, and assisting with project delivery. You will act as a key link between Lyra Schweiz End Users and specialist 3rd line/infrastructure teams in particular, and will also provide, when required, support to Lyra users located across Europe to ensure seamless IT service across Lyra International.
That role requires fluency in English and German, with the ability to read, write, and speak both languages.
The role is full time reporting to the International IT Manager.
Location: Zurich area
This is a hybrid working position with a requirement to be onsite at the office when
requested.

Responsibilities

• Work with the global IT Team to ensure infrastructure and systems in place to deliver high-quality IT solutions across the business.
• Lead the On-Boardings and Off-Boardings of employees along with account setup and IT Induction sessions.
• Experience managing Vendors and procurement processes.
• Act as the point of contact for IT-related issues. Provide timely and effective responses to user requests through various communication channels, including, email, Slack, Zoom etc.
• Assist in the installation, configuration, and maintenance of Windows laptops and MacBooks.
• Collaborate with other IT professionals and cross-functional teams. Escalate complex problems to higher-level support or specialised IT teams when necessary.
• Create and update documentation and FAQ’s for users.
• Conduct training sessions for end-users on IT-related topics. Effectively communicate technical information to non-technical users.

Required Experience

• Strong knowledge of Windows 11 and MacBook administration.
• Knowledge of Google Workspace and Okta administration.
• Familiarity with ITSM tools (e.g. ServiceNow, Jira).
• Strong troubleshooting skills across hardware, software, and networks.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Ability to prioritise the task and approach them in a logical manner
• Ability to work independently and collaboratively in a team environment.
• Experience working in an international company would be a plus.
• Computer Science, Information Technology, or related Certification Levels 1 - 3.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation are desirable.
• A couple years of proven experience in IT support/Lead or a related role.
• Fluent in both English and German, with the ability to read, write and speak both languages.