Provide Level I and II remote support (phone & remote access) for proprietary software to users.
Handle requests related to technical incident resolution, training needs and analysis of specific cases.
Review the reported issue, establish a diagnosis and conduct a detailed analysis.
Resolve issues remotely, or dispatch a technician on site when necessary.
Produce a report detailing actions taken and, if needed, actions to be performed (escalation to Level III and follow-up on interventions).
Actively participate in the evolution of maintained systems through update campaigns.
Plan and carry out update campaigns.
Maintain tracking sheets.
Client reporting.
Contribute technically and organizationally by using and enriching the knowledge base.
Update the knowledge base.
Escalate to management situations that may require the implementation of procedures.

Bac+2 level education in IT or equivalent, with initial experience as a support technician.
Good written communication skills.
Strong interpersonal skills and client-oriented mindset.
Punctuality and reliability.
Analytical and logical reasoning skills.
Rigorous and organized.
Team player.

Internal onboarding, training and integration provided.
39 hours/week of actual working time
Continuous service from Monday to Saturday = monthly schedule with Sunday and public holiday on-call rotation within the team.
23 RTT days/year.
Meal vouchers or company cafeteria possible.
Health insurance.
Telework agreement (1 day/week).

IT Support Help Desk Technician

Key skills