Senior IT Help Desk Support Technician

il y a 4 semaines

ÎledeFrance, France SiPearl Temps plein

❓ About SiPearl…


Founded in 2019 with the support of the European Union , SiPearl embodies Europe's dream of mastering the technological heart of its supercomputers: the microprocessor.

SiPearl is building Rhea, the high-performance, low-power European microprocessor dedicated to supercomputing and AI inference.


This new generation of microprocessors will first target EuroHPC Joint Undertaking ecosystem, which is deploying world-class supercomputing infrastructures in Europe for solving major challenges in medical research, artificial intelligence, security, energy management and climate with a reduced carbon footprint.


SiPearl is working in close collaboration with its 30 partners from the European Processor Initiative (EPI) consortium - leading names from the scientific community, supercomputing centers and industry - which are its stakeholders, future clients and end-users.


SiPearl employs more than 190 people in:

  • France (Maisons-Laffitte, Grenoble, Massy, Sophia Antipolis),
  • Germany (Duisburg)
  • Spain (Barcelona)
  • and Italy (Bologna)


SiPearl is part of French Tech Next 120 programme 2024 class.


What a regular day at the job might look like:


  • You will be in charge of ensuring the installation and operational guarantee of computer and/or telephone equipment (hardware and software) related to the workstation.
  • Handling maintenance requests, either remotely or on-site, and addressing incidents reported by users.
  • Setting up work environments for new employees and assisting them in utilizing provided tools.
  • Receiving and managing incidents or user-reported difficulties, ensuring their resolution by appropriate resources.
  • Contributing to resolving incidents affecting service quality and continuity at the initial level.
  • Creating and maintaining user documentation.


Onboarding:


  • Managing and coordinating equipment and workspace installation in the Data Center for new employees (internal and subcontractors).
  • Providing IT guidance to newcomers and supporting them in handling their workstation and workspace in the Data Center.


Receiving User Requests due to Malfunctions:


  • Receiving user calls and recording reported incidents or malfunctions.
  • Conducting pre-diagnosis and qualifying incidents.


Processing or Initiating Support Actions:


  • Addressing first-level incidents or anomalies: diagnosing, identifying, providing information, resolving, and formulating solutions.
  • Redirecting user calls to relevant entities when necessary.
  • Reporting any abnormal incidents to the hierarchy.
  • Knowledge base and Documentation


Incident Follow-up:


  • Monitoring the resolution progress of user requests.
  • Using the incident database for reminders, consolidation, and trend analysis.
  • Issuing requests for substantial preventive actions.



What would make you succeed in this role:

  • At least a Bachelor's degree (Bac + 2) or equivalent technician-level experience (with internal training).
  • 7+ years of experience on a similar role
  • Good understanding of cybersecurity and networking topics.
  • Being curious, pragmatic, and having an analytical mindset.
  • Quick adaptability to new tools and systems.
  • Strong problem-solving skills.
  • Being user-focused and empathetic.
  • Fluent in French and English communication.
  • BSc/BA in computer science, engineering, or a relevant field.
  • Hands-on experience: Jira Service Desk


Recruitment process

  1. ✔️ First interview with our Talent Acquisition Partner (30')
  2. ✔️ Personality test - no need to worry, there is no wrong or right answer; our goal is to get to see beyond your resume (45')
  3. ✔️ Technical interview with Simon, IT application Team leader (1h)
  4. ✔️ Interview with Vincent, CIO (1h)


Benefits and conditions :


  • Contract: Permanent Contract (CDI)
  • Benefits: meal vouchers (10 eur/ day, 60% covered by SiPearl); health insurance (70% covered by SiPearl); 5 days per year of remote work from any EU location; illimited access and pre-paid sessions with a practitioner of your choice on our mental health partner app, moka.care; technical, linguistic and personal development trainings; BSPCE (stock options)
  • Work model: On-Site
  • Office: This role is open for our locations in France (Maisons-Laffitte or Grenoble)
  • Awesome activities such as: Hackathons, Training Challenges, Quarterly Kick-off sessions, team events, Company events and much more
  • ⚠️ Please note that while we do not provide VISA Sponsorship, we are committed to assisting international candidates with the visa application process to the best of our ability.


Are you curious to learn more about us?

  • Follow us on LinkedIn to stay updated with our latest news
  • Get updated about our recruiting activities: Sipearl careers webpage
  • Get to know a bit more about our team culture: Welcome to the jungle


At SiPearl, we are dedicated to building a diverse and inclusive workplace that thrives on the strength of varied perspectives and backgrounds. We recruit talent based on merit, experience, and alignment with our company's goals and values.

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