Analyst I, IT Support Center

At Schneider Electric, we believe that innovation, diversity and the commitment of our people contribute to building a more sustainable future. Following the upcoming retirement of one of our Tech Partners, we are looking for an IT Support Center Analyst to strengthen IT support across our sites in Normandy. You will support an industrial environment undergoing transformation. In the longer term, several sites, including Pacy, Le Vaudreuil and Beaumont‑le‑Roger, will be brought together within a new GSC hub located near Évreux. You will work closely with the current Tech Partner. Together, you will share responsibility for supporting the region’s various sites and coordinate your interventions based on needs and support tickets. This is a highly hands‑on role.

Although remote support tools and self‑service solutions can handle some Level 1 requests, many interventions still require an on‑site presence, particularly to:

• troubleshoot or replace hardware;
• prepare and configure computers;
• collect and manage IT equipment;
• provide support within production environments;
• support sensitive and secure environments. You will receive support from the current Tech Partner to help you gradually develop your skills and quickly become autonomous.

Role organisation

Position primarily based in the Évreux area.

Travel to sites across the Normandy region based on support tickets, averaging twice a week.

A valid driving licence and personal vehicle are essential.

No on‑call duties.

Occasional Saturday work may be required, with the option of receiving either overtime pay or time off in lieu.

Working hours adapted to the activities of users and industrial sites.

Some factory interventions may require an earlier start.

Daily working hours: 7 hours and 37 minutes.

Your responsibilities:

1) User support

• Gather and analyse user needs.
• Handle incidents that cannot be resolved remotely by the Service Desk.
• Diagnose hardware or software issues and provide appropriate solutions.
• Install, configure, replace and maintain workstations and IT equipment.
• Support users in getting started with their tools.
• Maintain clear and regular communication with users until their request has been resolved.

2) On‑site support and technical interventions

• Provide on‑site or remote IT support according to business needs.
• Prepare, install and configure computers, mobile phones and other equipment.
• Perform installations, reinstallation, updates, downloads and hardware or software changes.
• Provide hands‑and‑eyes support for infrastructure equipment, including switches and servers, under the supervision of remote technical teams.
• Provide support within IT environments related to industrial production.
• Contribute to the renewal of the IT asset fleet.
• Travel regularly to the various sites across the region.

3) Equipment and request management

• Manage the local equipment inventory, including desktop computers, laptops, mobile phones and small IT assets.
• Organise the collection, replacement and tracking of equipment.
• Manage a queue of tickets in ServiceNow and meet the defined deadlines and performance indicators.
• Prioritise requests based on their urgency and impact on business operations.
• Ensure reliable follow‑up of interventions and report on activities.

4) Coordination and continuous improvement

• Coordinate interventions with the Tech Partner responsible for the region.
• Collaborate with local teams, remote technical teams, site managers and internal or external partners.
• Contribute to IT projects and developments related to the future consolidation of the sites.
• Apply Schneider Electric’s procedures, policies and cybersecurity rules.
• Contribute to service quality and suggest improvements where relevant.

The profile we are looking for

Above all, we are looking for a motivated, curious and proactive individual who is eager to learn and contribute within an industrial environment. This position may be suitable for a junior candidate with a solid foundation in IT who is looking to develop their skills quickly. Your commitment, ability to learn and service‑oriented mindset will be essential to your success.

Must have

• A minimum two-year higher education qualification in IT, systems and networks, or IT support.
• Good knowledge of Windows environments and workstations.
• A strong interest in on‑site IT support and hands‑on interventions.
• Ability to diagnose incidents and identify solutions.
• Excellent interpersonal skills and a strong user service mindset.
• A willingness to