First‑Line IT Support Technician – Remote Friendly

Vates SAS; Grenoble; Hybride; EUR 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Health insurance 50% company funded

Works Council benefits

Employee savings plan (PEE)

Annual bonus

Résumé du poste

Vates, a French software company focused on Open Source and virtualization, seeks a Help Desk Technician to be the first contact for users. The role combines remote work with occasional on-site visits in Grenoble and Paris, with flexible arrangement.

You will provide first-line support for Windows/Linux, hardware, software, networking, and user accounts; document incidents; and help grow internal knowledge bases. Fluent English and French are required.

Qualifications

• Two-year technical degree (BTS) or Bachelor's in IT or related field.
• First experience in Help Desk, Service Desk, IT Support, or similar is appreciated.
• Fluent in English and French.

Responsabilités

• Provide first-level IT support to Vates employees through the appropriate support channels.
• Receive, qualify, prioritize, and track IT support requests.
• Diagnose and resolve common hardware, software, connectivity, and access-related issues.
• Assist employees with the installation, configuration, and use of IT equipment and software.
• Troubleshoot workstation, peripheral, operating system, and network-related issues.
• Assist with basic user account and access management, following established procedures.
• Guide users through troubleshooting steps and provide clear explanations adapted to their level of technical knowledge.
• Escalate unresolved or more complex incidents to the appropriate IT team.
• Document incidents, troubleshooting actions, and resolutions accurately in the ticketing system.
• Follow up on open tickets and keep users informed of the progress of their requests.
• Contribute to the creation and maintenance of internal IT documentation and knowledge bases.
• Identify recurring issues and report them to the relevant IT teams.
• Follow internal IT security, access management, and support procedures.
• Contribute to the continuous improvement of IT support processes and the overall employee experience.

Connaissances

First-level IT troubleshooting

Windows

Linux

macOS basics

Networking basics

User account management

Remote support tools

Ticketing / ITSM

Nextcloud

DocMost

Plane.so

LibreOffice

Zammad

IT security basics

Knowledge base management

Virtualization basics

Formation

BTS in IT or related field

Bachelor’s degree in IT or related

Outils

Nextcloud

DocMost

Plane.so

LibreOffice

Zammad

Description du poste

Vates, a French software company focused on Open Source and virtualization, seeks a Help Desk Technician to be the first contact for users. The role combines remote work with occasional on-site visits in Grenoble and Paris, with flexible arrangement.

You will provide first-line support for Windows/Linux, hardware, software, networking, and user accounts; document incidents; and help grow internal knowledge bases. Fluent English and French are required.