Job :
Main tasks:
- Provide remote technical and functional assistance to users (phone, email, chat, ticketing) in French and English. They will resolve first-level incidents and escalate more complex problems to the relevant technical teams.
- Receive and analyze user requests.
- Provide Level 1 technical support (diagnose, identify, and resolve incidents).
- Escalate unresolved incidents to higher levels (N2/N3).
- Track tickets and report on interventions.
- Write and update technical documentation and knowledge bases.
- Educate users on good IT practices.
- Collaborate with technical teams to improve support processes.
Required profile :
Education and experience:
- Associate's degree or Bachelor's degree in IT (BTS, DUT, professional degree in IT support, systems, and networks, etc.).
- 1 to 3 years of experience in a similar role.
- Experience in an international environment is a plus.
- ITIL, Microsoft, CompTIA A+, or equivalent certifications are a plus.
Technical skills:
- Good command of Windows and/or macOS environments.
- Knowledge in:
Administration of workstations
Networks
Office and email tools (Office 365, Google Workspace)
Ticketing tools (ServiceNow, Jira, Zendesk...)
Basic cybersecurity and user access management
Hardware/software diagnostics
Language skills:
- Fluent Spanish (written and spoken) – mandatory
- Fluent French
Personal qualities:
- Excellent communication and customer service skills
- Good listening, teaching, rigor, and autonomy
- Good responsiveness, ability to work under pressure
- Analytical, synthesis, and prioritization skills