Job offer
Specialized Help Desk Manager
The Specialized Help Desk Manager assists customers and internal teams with technical issues and incidents by providing Level 2 support and expanding the knowledge base. The position requires experience in the IT field, knowledge of Windows 11 and Active Directory, and strong communication skills in French.
Tasks
- Provide Level 2 support when handling incidents and requests from internal clients, either by phone or on-site
- Contribute to expanding the knowledge base
- Collaborate with suppliers and project managers in handling requests and incidents
- Manage VIP support remotely or on-site
- Incident tracking and reporting; compliance with the OLA (Objective Level Agreement) in place
Requirements
- You hold a CFC in the field of information technology and have at least 3 years of experience in a similar position
- You are proficient in the Windows 11 environment (Azure, Office 365, Teams)
- You are proficient in diagnostic and workstation management tools (SCOM, Windows 11, etc.)
- You have a good understanding of Active Directory, email (Outlook, Microsoft 365), and basic networking concepts (TCP/IP, VPN, DNS, DHCP)
- You are ITIL Foundation certified or have a good understanding of ITIL
- You have a versatile, flexible, and independent personality and enjoy working as part of a team
- You are skilled at analyzing, diagnosing, and resolving complex technical problems
- You have an excellent command of French, both spoken and written. English is a plus.
Job details
Training opportunities powered by skillaware.