Key skills
MacOSServiceNowJiraCommunicationRemote Work
About this role
Role Overview
- Provide technical and functional assistance to users remotely (phone, e-mail, chat, ticketing)
- Resolve first-level incidents and escalate more complex issues to the appropriate technical teams
- Receive and analyze user requests
- Provide Level 1 technical support (diagnosis, identification and resolution of incidents)
- Monitor tickets and report on interventions
- Write and update technical documentation and knowledge base
Requirements
- Bac+2/Bac+3 in Computer Science/IT (e.g., associate's or bachelor's level)
- 1 to 3 years' experience in a similar role
- Proficient with Windows and/or macOS environments
- Knowledge of workstation administration, networking, office productivity tools and email systems (Office 365, Google Workspace, etc.)
- Experience with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
- Basic knowledge of cybersecurity and user access management
- Fluent English (written and spoken) required
- Fluent French
- Excellent communication skills and strong customer service orientation
Tech Stack
- MacOS
- ServiceNow
Benefits
- Remote work
- Ongoing training