- Company Name
- GROUPE VITAL
- Job Title
- TECHNICIEN SUPPORT VIP - bilingue anglais (H/F)
- Job Description
-
**Job title**
VIP Support Technician – Bilingual English (H/F)
**Role Summary**
Provide high‑level technical support for VIP and COMEX users, handling incident tickets at N3 level, managing Microsoft 365 services, installing and configuring hardware and mobile devices, drafting documentation, and ensuring SLA compliance.
**Expectations**
- Deliver professional, discreet, and proactive support to executive users.
- Respond rapidly to incidents, anticipate user needs, and maintain a strong service‑centric mindset.
- Communicate complex technical concepts clearly to non‑technical stakeholders.
- Uphold service‑level targets and continuous improvement practices.
**Key Responsibilities**
1. Receive and triage user requests across channels (calls, chat, email).
2. Log, qualify, diagnose, and resolve N3 support tickets; prioritize and escalations as required.
3. Provide remote troubleshooting of hardware, software, and network issues.
4. Administer Microsoft 365 collaboration tools (Exchange Online, SharePoint Online, OneDrive, Teams).
5. Install, configure, and deploy desktops, laptops, phones, tablets, and master images.
6. Update user accounts and permissions in Active Directory, mail, and application systems.
7. Manage incident lifecycle: monitor resolution, verify issue closure, and update documentation.
8. Draft and maintain technical procedures and user guides.
9. Enforce standard operating procedures, execute corrective actions when necessary.
10. Coordinate with other support tiers to ensure timely issue resolution and continuous service availability.
**Required Skills**
- Excellent written and verbal communication in English (and French optional).
- Strong customer‑service orientation with a focus on VIP/user satisfaction.
- Rapid problem‑solving, proactive and reactive support capabilities.
- Team collaboration and independent work proficiency.
- Proficiency in Windows, macOS, Linux operating systems, network fundamentals, and mobile device support.
- Experience with Microsoft 365 administration (Exchange, SharePoint, OneDrive, Teams).
- Ability to manage multiple concurrent tickets and follow structured resolution processes.
- Knowledge of SLAs, CSFs, and continuous improvement techniques.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
- Relevant certifications preferred:
- Microsoft Certified: Modern Desktop Administrator Associate
- Microsoft 365 Certified: Teamwork Administrator
- CompTIA A+ / Network+ / Security+
- ITIL Foundation (or equivalent service‑management training)
---
La garenne colombes, France
On site
13-03-2026