IT Support Specialist

The IT team is looking for a new Senior IT Support Specialist who will be in charge of maintaining the best user experience possible for our Swilers in our Montpellier Office. Among this local perimeter, the Senior IT Support Specialist will contribute with all the team, based in France on improving our overall IT. She/He will have to deliver on projects, improve our processes and sometimes give a hand to the team on some topics.

• Handle the support Level 1 and 2 for all Montpellier users
• Be the 1st point of contact for all IT requests in our Montpellier offices
• Handle users’ problems with their licenses and accesses
• Supply teammates with small IT equipment (keyboards, mice, headsets…)
• Perform an advanced diagnostic on network issues and take any action necessary to resolve it permanently

• Maintain in good and operational state all IT equipment at the office
• Regularly check the status of meeting rooms, network, Wi-Fi, printers…
• Maintain and update the hardware inventory (laptops, accessories, spares)

• Create and update support procedure documentation
• When a new problem occurs, take the time to document how you resolved it
• Document the setup and configuration of the different equipment so that any other member of the IT team can contribute to problem solving
• Document the result of POCs you created to keep a record of what’s already been tried

• Regularly perform root cause analysis on laptops, routers, or software solutions for frequent incidents and identify patches to avoid new attempts, reduce occurrences, or find workarounds to fix it more rapidly.

• Take care of all Swilers in Montpellier
• Prepare and animate all IT onboardings and offboardings (hardware, software, and accesses)
• Train our users to better use collaboration, communication, and productivity tools
• Keep in touch with our key stakeholders team on a regular basis to incorporate their feedback into our backlog of projects and actions

• Deliver on the IT roadmap and on various IT projects (as various as handling the acquisition/rework of a new floor for our offices, setup of new IT solutions, updating OS versions, migrating content from one platform to another, installing and setting up a new sound system, creating user trainings, replacing part of our mobile force, integrating new tools or automating recurring tasks or workflows…)

• Senior: at least 5 years of experience in the IT field
• You’ve already set up a meeting room from scratch, or a server handpicking the relevant components, or created an enterprise network from top to bottom
• You like to create robust and state-of-the-art solutions to complex issues
• You know what RFCs and naming conventions are, or the difference between Wi-Fi 5 and 6, between 5GHz and 6GHz bandwidths, or between ARM and X86 / 64 architectures
• Autonomous and problem solver: you are not afraid of testing new things and eager to learn deeply the technical aspects behind every topic
• Precise and well organized: you ensure accurate asset management and have a proper sense of priorities.
• A people-person: you’ll be the first contact for all Swilers in Montpellier and will have to collaborate with many people, including the rest of the IT team, with whom you can always collaborate.
• Technical and passionate: you aim to understand the root cause of the situations you encounter. You are motivated to discover and learn new technologies, and you are not afraid of doing things, experimenting, and testing.
• Professional English is mandatory
• On-site position in Montpellier
• You are a future responsible Swiler: you share our commitment to the environment, diversity, fairness, and inclusion and are prepared to work every day to improve individual and collective performance.

• We welcome individuals with entrepreneurial backgrounds as well as those from established organizations. At Swile, we believe that delivering impactful products requires engineers to understand the needs of users and clients as well as the code itself.

• An opportunity to integrate a dynamic team of talented engineers.
• A collaborative work environment that values innovation and creativity.
• Competitive salary and benefits package.
• Professional development and career growth opportunities.

• Offices in Brazil and France
• Laptop PC & Mac (1000 laptops + 250 smartphones)
• SaaS: Google Workspace, Slack, Notion, Siit…

• Meet with one of our Tech Recruiters (30 to 45 minutes)
• Meet with our Head of IT (1 hour)
• Case study with the IT team (1 hour)
• Meeting with our leadership team (VP of Engineering: 45 minutes, CPTO: 45 minutes)