IT Ops Technician Support

**Our Story So Far**:
Since our founding in 2019, Pigment has become one of the fastest-growing SaaS companies in the world today. Our product, a highly efficient Enterprise Performance Management (EPM) platform is helping companies achieve their financial goals by quickly responding to dynamic factors in their respective markets including Tech, Retail, CPG & Financial Services.

In less than 5 years, Pigment has grown to over 400 employees across offices in New York, Toronto, London & Paris and attracted a total of $393M in investment from some of the top Venture Capital firms globally.

We serve companies including Unilever, Deliveroo, Gong and Brex to name a few

**The opportunity**

As part of our ongoing expansion, Pigment is structuring its Internal IT department to support over 450 end users across the organization. With our Head of Internal IT reporting to the CISO, our IT team is growing, and we are seeking an IT Operations Support Technician to join our team in Paris.

As an IT Operations Support Technician, you will play a critical role in ensuring the smooth operation of our IT services. You will be responsible for providing end-user assistance, managing daily IT operations, and contributing to the continuous improvement of our IT processes. This role is crucial for maintaining our high standards in IT support and ensuring our internal users have the tools and resources they need to perform at their best.

**Key Responsibilities**:

- ** End-User Support**: Provide first-line technical support to internal users, addressing software, hardware, and office services issues. Diagnose and troubleshoot complex IT issues, coordinating with external vendors when necessary to resolve software/hardware failures, network issues, and other technical challenges like small repairs.
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Onboarding/Offboarding Management**: Prepare and configure hardware (e.g., laptops) for new hires, ensuring a smooth onboarding process. Assist with the decommissioning of IT resources during offboarding, maintaining security protocols throughout.
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Stock Management & Procurement**:Manage IT asset inventory, ensuring all hardware and software are tracked, maintained, and replenished as needed. Handle procurement of IT equipment and software licenses, ensuring cost-effectiveness and timely availability.
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Documentation**: Develop and maintain comprehensive documentation for IT procedures, end-user guides, and technical troubleshooting processes. Ensure all documentation is up to date and accessible to relevant stakeholders.
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Support Procedures & Automation**: Collaborate with the IT team to optimize support workflows, implementing automation tools and processes where possible to enhance efficiency and reduce manual workloads.
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Security Tests & Reviews**: Assist in the review and implementation of security protocols, ensuring all IT operations adhere to the company's security standards. Participate in regular security tests and audits, providing insights for continuous improvement.
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Ticketing & Reporting**:Manage and prioritize IT support tickets, ensuring timely resolution and maintaining detailed records. Generate reports on support metrics to identify trends and areas for improvement in the support process.
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Continuous Improvement**:Contribute to the ongoing development of IT support services by identifying opportunities for process enhancements, proposing new tools or methods, and staying updated on the latest industry trends and technologies.

**Who You Are**:

- ** Technically Proficient**: Strong technical troubleshooting skills with a deep understanding of MacOS, Windows, and Linux environments. Familiarity with IT hardware, including laptops, printers, AV systems, and network devices.
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Problem Solver**:Excellent problem-solving skills, able to quickly diagnose and resolve technical issues, whether they are related to hardware, software, or network infrastructure.
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Organized & Detail-Oriented**:Ability to manage multiple tasks simultaneously, maintain detailed documentation, and ensure all IT assets are properly accounted for
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Effective Communicator**: Strong oral and written communication skills, able to explain technical concepts to non-technical users and produce clear, concise documentation.
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Proactive Learner**: A desire to continuously learn and improve, keeping up with the latest technologies and best practices in IT support.

**Additional Information**:

- ** Location**: Paris office, with a primary full-time on-site presence required. However, flexibility for remote work can be accommodated based on team needs and project requirements.
- ** Technical stack**:MacOS, Windows, LinuxGoogle Workspace, Jumpcloud, Slack, Zoom, 1Password, Vanta, Hibob, etc
- ** Project Example**: Internal ticketing tool review.
- ** Significant opportunity** in the structuring and organization of support services.

€40,000 - €55,000 a year

This role offers an opportunity to be part of a dynamic