End User Support Technician

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End User Support Technician

We are looking for a proactive and customer-oriented End User Support Level 1 (Service Desk) Technician to join our Digital Workplace & End User Support team. The ideal candidate will deliver high-quality first-line support to our employees, ensuring fast resolution, excellent communication and a strong user experience.

Role

• Provide first-line technical support to internal users via phone, email, chat, or ticketing system

• Log, classify, prioritize and follow up incidents and service requests in ServiceNow

• Troubleshoot issues related to:

-Windows and macOS devices

-Microsoft 365 applications (Teams, Outlook, OneDrive, etc.)

-Hardware (laptops, printers, peripherals)

-Network connectivity and basic VPN issues

• Escalate unresolved cases to Level 2/3 support teams following ITIL best practices

• Ensure high-quality communication and a positive user experience throughout the support process

• Contribute to knowledge base documentation and continuous improvement of support procedures

• Support onboarding/offboarding activities (device preparation, account setup, etc.)

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Profile

• French C2 (near-native) – mandatory

• English B2 – mandatory

• Strong communication skills, empathy, and customer-service mindset

• Ability to explain technical concepts in a clear, non-technical way

• Good organizational and multitasking abilities

• Solid understanding of basic IT concepts:

-Windows & macOS fundamentals

-Office 365 ecosystem

-Basic networking concepts (DNS, DHCP, Wi-Fi, VPN)

• Knowledge of ITIL v3/v4 processes (certification is a plus)

• Previous experience using ServiceNow or similar ITSM platforms (preferred)

Nice to Have

• Experience in a multinational environment

• Experience supporting hybrid/remote workforce

JOIN US!

• Our success comes from our highly skilled and talented employees

• Respectful entrepreneurship and long-term vision are key for success

• Diversity at all levels of an organization is a strength

• We offer an exciting and challenging role, with great potential for personal development within a unique organization in a fascinating industry

Your file will be handled with the most confidentiality and discretion