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IT Help Desk

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Valbonne, France Fortinet Temps plein

**JOB DESCRIPTION**

**Position**:IT Helpdesk Technician
**Location**:Sophia-Antipolis (Valbonne), France.

**The Role**

The technician will be based in our main Sophia-Antipolis corporate office in France.

This office contains different departments with around 260 employees, including a small RMA department nearby. It’s also a place where we receive customers, do demonstrations, trainings and has a critical role in EMEA IT infrastructure.

The main mission for the technician will be to provide IT support to local employees of course, but also help assist all other EMEA employees (~3000) as part of the EMEA Helpdesk team (currently composed of 8 people, 5 in France - all in Sophia -, 1 in United Kingdom, 1 in Czech Republic and 1 in Germany).

All Helpdesk members are communicating in a common channel (Teams) to be able to help each other and share valuable information on a daily basis.

Support will be done (in English) through the following contact methods:

- Ticketing platform (ITS / JIRA)
- Call Center (phone calls through a Fortinet product)
- In-person (local assistance)

Other tasks will be completing this:

- Create or update documentations, update our KB, Initiate processes and participate in projects.
- Deploy laptops through imaging solutions (MDT), maintain an asset inventory.
- Report the activity to management on a regular basis.

Examples of support requests:

- Laptop assistance (boot issue, hardware failure )
- Account assistance (locked status, password reset )
- Network assistance (VPN, Wi-Fi, Ethernet issues, resource access )

Our open hours are from 8:45 AM till 6 PM: the team also uses shifts (early/late) to ensure continual presence on site and in call center.

On very rare occasions, the technician could also help perform specific maintenances on the IT managed infrastructure (equipment upgrades and replacement, cable management, patching ). Such operations will be driven by our EMEA IT Network or System administrators, also based in France.
- 2+ years practical experience in hardware/software technical support position.
- Willing to evolve in an international environment with challenges
- Profile with interest in technologies, hardware, electronics. Eager to learn new things and looking for continual improvement.

**Required qualifications, skills, and experience**
- Excellent communication skills (Fluent English - spoken / written)
- Autonomous, organized, teamwork spirit.
- Familiar with Microsoft products and environment (Active Directory etc.).
- Good knowledge of Microsoft Windows OS (Win10/11 - configuration, troubleshooting) and Office 365.
- Good troubleshooting skills.
- Capacity to handle stressful situations.
- Basic networking skills and knowledge.
- Basic knowledge in Apple macOS environment.
- Knowledge in scripting languages (automation), Linux, or MDT are appreciated.