You will be responsible for local IT L1.5 support / user support and act as the technical focal point on sites: maintenance of system and application software, networked desktops and laptops, and workstation configuration
Maintenance of PCs and IT peripherals
Maintenance of digital support tools: interactive whiteboards and displays, cameras, tablets, etc.
Install and maintain IT equipment and software (remotely or on-site)
Perform installation compliance tests
Advise and assist users with software onboarding and usage
Handle user requests: incident and malfunction management
Monitor and follow up on user support calls
Populate and use the incident database: follow-ups, consolidation, problem-resolution documentation, trend analysis
Assist in identifying and analyzing recurring issues
Perform ticketing and activity reporting
Contribute to user satisfaction: quality and timeliness of resolution (SLA)
Contribute to continuous improvement: identify opportunities, propose solutions with associated gains, implement and deploy them
Enrich the knowledge base and validate entries proposed by agents and technicians within your scope
Ensure traceability and reliably estimate remaining work for your activity to your Team Leader according to project processes (time entry, allocations)
Update procedures and keep up to date with technological developments.

Proven first experience in IT support within an industrial environment
Technical IT skills in system & network support Level 2 / user support
Experience with industrial software; familiarity with 3D modeling software (CATIA) and industrial SCADA supervision
ITIL awareness or certification
Fluent French and English required (written and spoken: minimum B2)
Required personal qualities: strong autonomy, analytical mindset, rigor, proactive attitude, punctuality, curiosity (investigative skills), and good work organization.

IT Support Technician

About this role