End User Support Technician
SICPA · Tirana
Job description
About the role
We are seeking a proactive End User Support Level 1 (Service Desk) Technician to join our Digital Workplace & End User Support team. The role focuses on delivering high‑quality first‑line assistance to internal employees, ensuring fast resolution and a positive user experience.
Key responsibilities
- Provide first‑line technical support via phone, email, chat or ticketing system (ServiceNow).
- Log, classify, prioritize and follow up incidents and service requests.
- Troubleshoot Windows and macOS devices, Microsoft 365 applications, hardware, and basic network/VPN issues.
- Escalate unresolved cases to Level 2/3 following ITIL best practices.
- Support onboarding and off‑boarding activities, including device preparation and account setup.
Required profile
- French C2 (near‑native) and English B2 language proficiency.
- Strong communication, empathy and customer‑service mindset.
- Ability to explain technical concepts in non‑technical terms.
- Good organizational and multitasking abilities.
Required skills
- Windows and macOS fundamentals.
- Microsoft 365 ecosystem (Teams, Outlook, OneDrive, etc.).
- Basic networking concepts (DNS, DHCP, Wi‑Fi, VPN).
- ServiceNow or similar ITSM platform experience.
- Knowledge of ITIL v3/v4 processes.
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Published 2 orë më parë
Expires në 1 muaj
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SICPA
Tirana