Technicien informatique de proximité H/F

Job Description

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands‑on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive, handling support queries over the phone, via email and face to face, and acting as a point of escalation with third‑party resolver groups for problems that you cannot resolve.

Job Responsibilities

• Provide support that consistently meets or exceeds customer expectations.
• Identify, analyse and repair product failures. Order and replace parts as needed.
• Support and maintain user account information including rights, security and systems groups.
• Receive and resolve issues from Tier 2 and Tier 3 when eyes & hands are required to solve a hardware or software issue at location/onsite — in cooperation with the resolver group that transferred the issue, if necessary.
• Provide troubleshooting and problem resolution support for all network devices.
• Coordinate with third‑party vendors to resolve hardware and software problems, as required.
• Receive and resolve hardware or software related issues from Tier 2 and Tier 3 when break‑fix is necessary to solve an issue at location/onsite.
• Interface with hardware and software vendors for planning and problem resolution.
• Interface with manufacturers and third‑party vendors for technical assistance.
• Execute the installation of PCs, peripherals and LAN‑based equipment.
• Assist with setting up security, file access and other administrative procedures associated with moves.
• Move workstations, peripherals and telecommunications equipment, as required.
• Order, receive and provide all required equipment, materials and third‑party vendor services to implement IMACs.
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMACs.
• Test completed IMACs and verify acceptance by end user.
• Document changes to inventory use and configuration.
• AV and Conference support with software such as Webex, MS Teams, Zoom, etc.

Job Requirements

• At least three years’ experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements.
• ITIL V3 Foundation Certification (recommended).
• Microsoft Operating System / Office Certification(s) will be an asset.
• Advanced MS Office 365 skills.
• Skills in scripting or coding will be considered an advantage.
• Ability to solve simple hardware issues.
• Advanced iOS and Android user.
• Basic networking skills.
• Knowledge of Active Directory and permissions.
• Team player and analytical thinker.
• Open and positive personality and ability to manage stress effectively.
• Customer‑oriented (service awareness) with good interpersonal and communication skills.
• Ability to adapt to a fast‑evolving technology environment and willingness to learn.
• Ability to assume day‑to‑day responsibilities and generate specific deliverables.
• Relationship builder, at ease with people and capable of quickly building trust.
• Language skills: proficiency in French and a good level of English.