End User Support Technician (Level 1 Service Desk)

About the role

A proactive, customer-oriented End User Support Level 1 (Service Desk) Technician is sought for the Digital Workplace & End User Support team. The role delivers high-quality first-line support to employees, with fast resolution, clear communication and a strong user experience.

Key responsibilities

• Provide first-line technical support to internal users by phone, email, chat or ticketing system
• Log, classify, prioritize and follow up incidents and service requests in ServiceNow
• Troubleshoot Windows and macOS devices, Microsoft 365 apps (Teams, Outlook, OneDrive), hardware (laptops, printers, peripherals) and network connectivity and basic VPN issues
• Escalate unresolved cases to Level 2/3 teams following ITIL best practices
• Contribute to knowledge base documentation and improve support procedures
• Support onboarding and offboarding, including device preparation and account setup

Required profile

• French C2 (near-native) and English B2, both mandatory
• Strong communication skills, empathy and a customer-service mindset
• Ability to explain technical concepts simply
• Solid understanding of basic IT concepts: Windows and macOS, Office 365, DNS, DHCP, Wi-Fi, VPN
• Knowledge of ITIL v3/v4 processes (certification a plus)
• Nice to have: experience in a multinational environment and supporting a hybrid/remote workforce

Required skills

• Previous experience with ServiceNow or similar ITSM platforms (preferred)
• Good organizational and multitasking abilities