Desktop Support Engineer

Talantir; Lille; On-site; EUR 23,000 - 30,000; Full time

Job summary

Talantir is seeking a skilled Level 2 IT Support Specialist to provide advanced technical assistance to users onsite in Lille. This 6-month fixed-term role focuses on diagnosing complex issues, maintaining strong client relationships, and ensuring timely resolution of support tickets.

You will work closely with L1 support and vendors, troubleshoot hardware, software, and networking problems, and contribute to knowledge base and processes to improve service continuity.

Qualifications

• Proven experience in IT support or a similar role.
• Strong knowledge of hardware, software, and networking concepts.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team environment.

Responsibilities

• Provide second-level IT support via phone, email, or remote access tools.
• Troubleshoot and resolve hardware, software, and network issues promptly.
• Escalate complex problems to higher-level teams when necessary.
• Establish and maintain strong client relationships by delivering excellent service and clear communication.
• Document incidents and resolutions, and contribute to knowledge base and best practices.
• Ensure tickets are resolved within defined SLA timelines.

Skills

IT support

Hardware knowledge

Software knowledge

Networking concepts

Troubleshooting

Communication

Team collaboration

Tools

Remote support tools

Ticketing systems

Job description

Job SummaryWe are seeking a skilled and customer-focused Level 2 IT Support Specialist to provide advanced technical assistance to users. This role involves diagnosing and resolving complex IT issues, maintaining strong client relationships, and ensuring timely resolution of support tickets.

Job: Desktop Support Engineer ( 6 - Month Fixed-Term Employment)

Location: Onsite, Lille, Templemars (France)

Contract Type: 6-Month Fixed-Term Employment

Key Responsibilities

• Technical Support:Provide second-level technical support via phone, email, or remote access tools.
• Troubleshoot and resolve hardware, software, and network-related issues promptly and professionally.
• Escalate complex problems to higher-level teams when necessary.
• Client Interaction:Establish and maintain strong client relationships by delivering excellent service and clear communication.
• Conduct post-resolution follow-ups to ensure client satisfaction and issue resolution.
• Documentation & Knowledge Sharing:Maintain detailed records of incidents, solutions, and client interactions.
• Contribute to the knowledge base and best practices documentation.
• Stay updated on industry trends and emerging technologies; share knowledge with the team.
• Collaboration:Work closely with L1 support, field service technicians, and third-party vendors to ensure seamless support processes.
• Attend and contribute to meetings for business processes and service continuity.
• Ticket Management:Assign, resolve, and close tickets within defined SLA timelines (Response and Resolution SLAs).
• Problem Management:In cases of repeated equipment failure, coordinate with problem management teams or manufacturers to determine root cause and implement fixes.

Qualifications

• Proven experience in IT support or a similar technical role.
• Strong knowledge of hardware, software, and networking concepts.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team environment.

Preferred Skills

• Familiarity with remote support tools and ticketing systems.
• Knowledge of ITIL practices and SLA management.
• Continuous learning mindset and ability to adapt to emerging technologies.