IT Site Support Specialist

The department

The IT Site Support Specialist is responsible for providing technical support and assistance to end-users at a specific site or location. Based in Paris, this role primarily supports the Paris office but will also provide assistance to the London office where required. The position involves troubleshooting complex hardware and software issues and ensuring the smooth operation of IT equipment and systems across both locations.

The role

• Serve as the primary IT point of contact in the office, providing high-touch, professional, and user-focused support to staff at all levels
• Provide timely, professional, and effective technical support to end-users, ensuring minimal disruption to business operations
• Demonstrate a strong customer service mindset by actively listening, empathizing with users, and communicating clearly, even in high-pressure situations. Reaching out for assistance from other team members or groups where needed.
• Actively engage with those in the office and visitors by walking around the office, fostering strong relationships
• Troubleshoot and resolve hardware, software, and connectivity issues, escalating when necessary to ensure resolution
• Onboard new users ensuring a seamless IT experience from day one
• Lead and coordinate IT projects at the site, working with other IT teams, ensuring successful implementation
• Install, configure, and maintain computer systems and peripherals
• Respond to user inquiries and resolve technical problems in a timely manner
• Assist with the setup and configuration of audiovisual equipment for meetings and events
• Collaborate closely with other IT team members to maintain consistent, high-quality service across all systems
• Assist with software and hardware upgrades and deployments
• Maintain accurate records of technical support requests and resolutions in ticketing system
• Attend Desktop Services team meetings and proactively identify opportunities to improve user satisfaction, system reliability, and support efficiency
• Stay updated on emerging technologies and best practices in IT service and support
• Participate in on-call rotation

Qualifications and Skills

• Language Skills -Fluent in reading, speaking, and writing French and English.
• Associate degree or equivalent in information technology or a related field
• Minimum of 2 years of experience in IT support or a similar role
• Strong knowledge of computer hardware, software, and operating systems
• Proficiency in troubleshooting complex hardware and software issues
• Excellent communication and customer service skills
• Strong problem-solving and analytical abilities
• Ability to work independently and prioritize tasks effectively
• Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus