- Company Name
- EURO-INFORMATION PRODUCTION
- Job Title
- Informaticien support assistance - Utilisateurs F/H
- Job Description
-
**Job Title**
IT Support Technician – End‑User Support (F/M)
**Role Summary**
Provide first‑line technical support for end‑users across multiple sites. Manage incident tickets, resolve hardware, software, networking, and telephony issues, and maintain quality service. Perform infrastructure monitoring, root‑cause analysis, and coordinate with level‑3 teams. Drive process improvements, tool updates, and vendor liaison.
**Expectations**
- Minimum 2 years of comparable IT support experience.
- Strong technical understanding of workstation, printer, automation, network, telephony, and application environments.
- Proactive, analytical, and solution‑oriented with a customer‑service mindset.
- Ability to communicate effectively in English (both written and spoken).
- Collaborative attitude, capable of coordinating with cross‑functional teams and vendors.
**Key Responsibilities**
1. Ticket Management & Incident Resolution
- Log, triage, and close incidents via the ticketing system.
- Install software, create telephone lines, update certificates.
- Ensure timely communication with end‑users and stakeholders.
2. Infrastructure Monitoring & Supervision
- Monitor alerts from agency networks, applications, and datacenter infrastructure.
- Triage alerts, coordinate rapid incident resolution with level‑3 teams.
- Conduct root‑cause analysis to prevent recurrence.
3. Process & Project Management
- Update and write procedures, maintain documentation.
- Participate in tool and process improvements.
- Interface with suppliers, track quality of deliverables.
- Propose service‑quality enhancements based on data analysis.
**Required Skills**
- Ticketing systems (e.g., ServiceNow, JIRA)
- Windows/Linux workstation support, printer troubleshooting, basic automation tools
- Network fundamentals (TCP/IP, VPN, Wi‑Fi) and telephony systems
- Monitoring tools (Nagios, PRTG, etc.)
- Incident and problem management, root‑cause analysis
- Strong verbal and written communication in English
- Analytical thinking, detail orientation, teamwork
**Required Education & Certifications**
- Bachelor’s degree (Bac+3) in Computer Science, Information Technology, or related field.
- 2+ years of IT support experience.
- Certifications such as ITIL Foundation, CompTIA A+, or equivalent are desirable but not mandatory.