We are looking for a Helpdesk Technician who will be responsible for providing quick and useful assistance regarding IT systems, answering questions on technical subjects, and providing advice for resolving them.

Here is an overview of your daily life:

• Serve as the first point of contact for users for technical assistance and processing of their IT requests, by phone, email, or self-service portal.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Determine the best solution based on the problem and the details provided by users.
• Support users throughout the incident resolution process.
• Escalate unresolved incidents to different support groups.
• Provide accurate information about IT products or services.
• Log requests and incidents in different ITSM (IT Service Management) systems.
• Transmit feedback or suggestions from clients to the relevant internal team.
• Identify and suggest improvements to existing procedures.
• Implement and update the knowledge base.

Technical Environment:

• ITSM: Preferably LAN desk.
• Knowledge base: SharePoint and Confluence.
• Remote control tool: Teamviewer / SCCM / LogmeIn.
• Office suite: Office 365.
• Windows environment.
• Analysis of software functionality.
• Desktop / Laptop IT Hardware: Lenovo / HP / DELL.
• Office and multifunction printers.
• Multi-brand mobile devices: iOS / Android.

Desired Candidate Profile

Bac+3 ideally in information technology, computer science, or another relevant field.

Proven experience as a helpdesk technician or in another user technical support role.

Technical know-how and professional knowledge of office products, databases, and remote access.

Able to diagnose and resolve hardware and software incidents.

Good communication skills in French and English, both written and oral.

Good customer management by phone and email.

Know-how:

• Professional knowledge of customer support
• Good knowledge of virtualized environments
• Good knowledge of network technologies

Attitude:

• Listening, customer service oriented
• Ability to manage stress
• Adaptability
• Sense of rigor and reactivity are essential
• Very good assimilation capacity

Skills:

• Good level of French and English (oral and written)
• Very good speaking ability
• Availability and flexibility (HNO Shift)
• Teamwork spirit