Desktop Support Technician

Note: Candidates must be eligible to work in France

Fluent in English and French

Job Description

We are seeking a dedicated and skilled Onsite Support Engineer to join our IT team. The ideal candidate will provide support for our users, ensuring smooth and efficient operation of IT systems and services. This role involves troubleshooting hardware and software issues, providing technical assistance, and maintaining IT infrastructure.

Key Responsibilities

• Provide Support: Respond to and resolve technical issues related to hardware, software, and network systems in a timely manner (SLA & KPI).
• Troubleshooting: Diagnose and troubleshoot technical problems, including desktop PCs, laptop PCs, tablets, smartphones, video conference systems, and Cisco switches (hand & eyes), and printers.
• User Assistance and Incident Management: Assist users with IT‑related queries and provide support on software and hardware usage. Log, track, and manage incidents and service requests using the company’s IT service management system (ServiceNow).
• Installation & Configuration: Install, configure, and maintain computer hardware, software, systems, networks, printers (toner replacement), scanners, video conference systems, and Cisco switches (hand & eyes).
• System Maintenance and Documentation: Perform regular maintenance tasks such as system updates and patch management. Read and acknowledge the documentation and KB articles of IT procedures, configurations, and support activities.
• Collaboration and Compliance: Work closely with other IT team members and departments to ensure seamless IT operations and support. Ensure compliance with company policies, procedures, and security standards.

Qualifications

• Education: Bachelor’s degree in computer science or information technology.
• Experience: Minimum of 2 years of experience in IT support or a related role.
• Certifications: Relevant certifications such as ITIL Foundation is a plus.
• Technical Skills: Proficiency in Windows operating system is required.
• Proficiency in Mac and Linux operating systems is a plus.
• Knowledge of networking concepts and protocols (TCP/IP, Proxy, DNS, DHCP, NAC & SDA). Experience with Active Directory and Office 365 administration.
• Familiarity with remote desktop tools and IT service management software.
• Basic understanding of cybersecurity principles.
• Experience in supporting and troubleshooting desktop PCs, laptop PCs, tablets, smartphones, video conference systems, printers, and Cisco switches.

Soft Skills

• Excellent problem‑solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer‑focused with a commitment to providing high‑quality service.
• Ability to prioritize tasks and manage time effectively.

Working Conditions

• Location: Onsite, 5 days per week.
• Hours: Full‑time (40 hours per week) with standard office hours; occasional extra support requirement.
• Physical requirements: Ability to lift and move computer equipment as needed.
• Travel: Short travel possible within France or to other countries in Western Europe (Belgium, Netherlands, Switzerland).
• Team: Supportive, diverse, global team with a brilliant culture.
• Compensation and benefits: Up to 20 days vacation per year, various insurances (Term life, Business Travel insurance) plus statutory benefits as per the country law. Employee benefits regulated by internal policy.
• Growth: Opportunities to make the role your own, upskill, and get involved with exciting projects.
• Total Wellbeing: Focus on health and balance; participate in company‑wide initiatives such as CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion.