IT Support Specialist for France

il y a 4 semaines

Paris, Île-de-France W. L. Gore & Associates Temps plein
About the Role:

We are seeking an experienced Desktop/Network Support Associate to join our IT CSA team. In this role, you will provide technical support to our fast-paced office, ensuring a high-quality service to our customers. You will be responsible for troubleshooting, maintenance, installs, and training, as well as other services as required. This position offers opportunities to enhance your contribution and experience by assisting with network administration for the EMEA region.

Responsibilities:
  • Provide desktop and network support conforming to Gore Medical and Enterprise standards.
  • Diagnose and resolve third- and fourth-level desktop incidents, providing timely resolution and professional communication to the customer.
  • Spend approximately 70% of your time focused on end-user support for the French office inside and outside associates.
  • Spend approximately 30% of your time focused on collaboration with our Network team in EMEA region.
  • Liaise with other global teams and external service providers to support specialized applications and systems.
  • Liaise with Network and Voice IT Team to support local computer room and network equipment.
  • Be a highly motivated and dedicated team player, capable of working independently.
  • Possess a high sense of responsibility and service orientation, be responsive to business needs while ensuring alignment with Gore Medical and Enterprise standards.
  • Train and certify to all quality systems as required.
  • Support remote users via remote tools.
Requirements:
  • Bachelor's degree or University Degree in a computer-related field, plus minimum 1 year of experience installing and maintaining PC hardware and software in an office environment, or Associate degree in a computer-related field, plus minimum 4 years of experience installing and maintaining PC hardware and software in an office environment, or 5 years of experience installing and maintaining PC hardware and software in an office environment.
  • Experience providing desktop and network support in a Sales office environment.
  • Knowledge of Windows 10/11, Active Directory & Entra ID, WiFi, IP Networks, iPhone/iPad Apps, Outlook, and Microsoft 365.
  • Foundational knowledge of ITIL and practical experience with ITSM processes and tools.
  • Ability to provide quality customer service with the willingness to follow standards and procedures, including documentation of processes.
  • Excellent organizational skills and attention to detail.
  • Possess strong initiative and self-motivation with willingness to grow and develop within the company, keeping up to date with current trends in the industry.
  • Excellent verbal and written communication skills with the ability to work effectively with a wide variety of technical and non-technical associates in a team environment, including the ability to read and express in English.
  • Willingness to respond to critical or emergency after-hours business needs.
  • Ability to travel < 20%.
Desired Qualifications:
  • Experience with teaching, training, or helping along IT projects.
  • Extensive knowledge of Microsoft Windows & MacOS operating systems and Microsoft Office Suite with industry-recognized certifications from CompTia, ITIL, Service Now, Microsoft, Cisco, or others.
  • Analytical approach to troubleshooting hardware and software problems within domain environments, TCP/IP, Canon and HP printers, Microsoft Outlook, and wireless networks.

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