Help Desk Technician

**Join HCLTech**

HCLTech is a global tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac.

We are seeking to fill multiple positions for **Help Desk Technicians** to join our team at a client’s facility in **Paris.**

**Important details**
- 3 days/ week
- Work from office (Client Location)
- Language: French(C1) + English
- Total experience: 8-12 Years
- Relevant experience: 4-7 years of help desk, voice customer service, and support experience with problem solving involving hardware.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
- Escalate complex problem to appropriate support specialists
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- May train users and operators on a limited basis and/or may write training procedures
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units. Provide all required documentation including standards, configurations and diagrams
- Provide knowledge transfer of EUC operations

**Technical Requirements**
- Phone support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following:

- Windows Operating systems
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- PDA and blackberry support

**General Requirements**
- Strong troubleshooting skills with a focus on efficient problem resolution
- Automation and standardization mindset
- Read, understand and adhere to established technical specifications and manuals
- Collaborate effectively with team members to achieve common goals
- Fluent in English, with the ability to communicate effectively with colleagues and partners in both written and verbal form
- Problem solver, curious, creative and analytical
- Proactive, responsible and methodical

**Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment.**

**Why become an HCLTechie?**

At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.

We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech:

- Comprehensive benefits package.
- Global career opportunities and mobility.
- Flexible work environment supporting work-life balance.
- Exciting projects and upskilling opportunities to shape your role.
- Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like-minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.

Application Question(s):

- Are you legally authorized to work in France?
- Are you comfortable working in a hybrid setting?
- What is your notice period?

**Language**:

- fluent French and English (required)

License/Certification:

- French ID card or French Work Permit (required)