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Help Desk Technician

Il y a 2 mois

Lyon, France Birlasoft Temps plein

About Birlasoft Ltd.

Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified CK Birla Group , Birlasoft with its 12,500+ professionals, is committed to continuing the Group’s 161-year heritage of building sustainable communities.

Title: Onsite Role Helpdesk Technician Level 1

Location Preference: Onsite Role at Lyon, France

Contract role: Fulltime role

French National

French speaker

English speaker

Exp 0 to 3 years maximum

Place of work : LYON in France

Work at the customer site : Lyon 3eme arrondissement

Work 5 days a week from the customer site

Full Time employee

It’s a Helpdesk Technician L1

Candidate Profile

Technician with knowledge regarding client computers (Windows 10/11 and Mac OS) management and troubleshooting, basis of networking, and application environment (mainly Office 365 and related application) with no more than 5 years of experience in IT support, implementation and support.

Job purpose

User support (Help Desk), installation and configuration of Windows and Mac OS environments, keeping hardware systems up to date, guaranteeing their functionality and digital business continuity.

Installation and management of software in use in the company.

Collaboration with the team of system administrators in the creation and maintenance of the company IT system.

Main Activities

Help desk and users’ support.

  • Typical activities include but not limited to IT ticketing system management (Fresh Service tool used currently and ServiceNow in future)
  • Prioritizing and managing many open cases at one time.
  • Onboarding end users
  • VIP support
  • Global digital meeting support
  • Meeting rooms support & video conferencing administration
  • Rapidly establishing a good working relationship with all other professionals.
  • Provision and administer Laptops, Mobile devices, user & mailbox & M365
  • Software and hardware installations and procurement
  • Stock level management
  • Printer/Print service management
  • Vendor liaison to procure assets / laptops & mobiles, SIM cards
  • Administer the purchase requisition process to have a PO raised to vendors to procure assets
  • Place hardware into production by establishing necessary connections and configurations into the existing environment (Server, Storage, Switch).
  • Server room management. Basic networking skills
  • Support the IT team in troubleshooting system and network problems and diagnosing and solving hardware or software faults in collaboration with IT Infrastructure dept. members
  • Contribute to team effort by accomplishing related tasks as needed
  • Testing and evaluating new technology if necessary
  • Keep up to date with the ever-changing specific software and operating systems.
  • Monitoring and Alert system management
  • Perform other duties as requested by direct & dotted reporting line managers/ supervisors.

As the number of sites grows, some travel time will be needed both nationally and occasionally internationally to better understand users' difficulties

Key Performance Indicators

  • Guarantee the availability of services without fault
  • Manage accidents with rationality and competence
  • Find solutions quickly to solve problems
  • Prioritize project management
  • Ability to find or learn new solutions

Ideal Background

Education: Technical degree in computer science is a plus.

Experience / Professional requirements:

  • 1 to 3 (indicatively) years of experience in management and support of a company’s digital environment.
  • Knowledge, even if not professional, of programming languages.
  • Knowledge, even if not professional, of IoT environments
  • MS certifications on client environnement is a plus
  • Mac OS management and use experience is a plus.