Provide Level 1 and Level 2 technical support to end users.
Manage incoming requests across multiple communication channels.
Identify, diagnose, and resolve common hardware and software issues such as network connectivity, system errors, hardware failures, printer problems, VPN issues, etc.
Participate in the management of AD rights, O365 and SharePoint.
Log, track, and document incidents and support requests in the ITSM system.
Monitor and follow up on open issues and communicate with users until resolution in compliance with SLAs.
Deploy images (WDS server) and prepare PCs for handover to users.
Install and configure software, drivers, updates and patches on user machines.
Assist users with configuring peripherals such as printers, mobile phones, tablets, etc.
Perform preventive and corrective maintenance on IT equipment such as desktops, laptops and printers.
Diagnose hardware issues and coordinate major repairs with external vendors when necessary.
Provide basic training to end users on application usage, IT security best practices and common troubleshooting procedures.
Maintain an accurate inventory of IT equipment, software licenses and consumables.
Document support procedures, common problem resolutions and step-by-step instructions to assist end users.

Degree in computer science, information systems or a related field.
1 to 3 years of relevant experience in a Service Desk or IT support role.
Strong IT skills, including proficiency with cloud-based tools, the Microsoft Office suite (SharePoint, Power Apps...), Windows Server, SQL Server, on-site and remote support (Teams, Quick Assist tools), and scripting languages.
Ability to collaborate with the IT team on reporting.
English required with good written and verbal communication skills (bilingual level not required).

IT Support Technician – Service Desk Technician

Key skills