End User Support Technician

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.)

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