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 Service. Now 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 Service.

Now 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