Help Desk Technician

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

Missions

Vates is a French software company specializing in virtualization, offering a credible alternative to proprietary solutions on the market. Our Vates VMS solution enables companies to manage their IT infrastructures in a simple, efficient, and controlled way.

At Vates, we believe that great technical support starts with listening, solving problems, and helping others. We are looking for a Help Desk Technician to join our team and be the first point of contact for our users.

This position requires occasional on-site visits to Grenoble. For practical reasons, we need the help desk Technician to be located in the Grenoble area.

Your Responsibilities:

-Provide first-level technical 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.

Required Skills:

-First-level IT troubleshooting and incident diagnosis

-Windows and/or Linux operating systems

-Basic knowledge of macOS is a plus

-Hardware and peripheral troubleshooting

-Basic networking concepts: TCP/IP, DNS, DHCP, VPN

-User account and access management

-Remote support tools

-Ticketing systems / IT Service Management tools

-Open source productivity tools, Nextcloud, Docmost, Plane.so, LibreOffice, Zammad

-Basic understanding of IT security and cybersecurity best practices

-IT documentation and knowledge base management

-Basic understanding of virtualization and/or open-source technologies is a plus

At VATES, you will find a flexible work environment, a supportive and approachable team, and a role that makes a real impact on a daily basis.

Location:

Our offices are based in Grenoble or Paris, but we operate on a fully remote model to provide greater flexibility and daily work comfort.

You are free to work 100% remotely or come on-site occasionally, depending on your preferences.

-Health insurance coverage funded at 50% by the company

-Benefits provided by the Works Council (employee discounts, cinema tickets, etc.)

-Employee savings plan (PEE)

-Annual bonus

As part of our diversity and inclusion policy, this position is open to all candidates, regardless of gender.

Qualifications

Are you passionate about helping users and solving technical issues? Join Vates as a Help Desk Technician and play a key role in delivering efficient, responsive, and user-focused IT support.

We are looking for someone with:

-A two-year technical degree (BTS) or a Bachelor’s degree in Information Technology, Computer Science, IT Systems, Network Administration, or a related field.

-A first experience in Help Desk, Service Desk, IT Support, or a similar position is appreciated.

-Fluent in English and French.

Our Company

Vates is a French software company specializing in Open Source and virtualization with a deep commitment to open, collaborative development. Our main projects, Xen Orchestra and XCP-ng, span the full virtualization stack: from the hypervisor (Xen) and virtualization platform (XCP-ng) to management and VM backups (Xen Orchestra). Our team works across multiple countries, fully embracing remote work with transparent workflows and accessible communication channels. At Vates, we are driven by a strong, people-first culture that values benevolence, inclusivity, and a horizontal structure. Every member is empowered to contribute ideas, make decisions, and grow with the company. Our open-source model is core to everything we do, not just in our code, which is available on GitHub and GitLab, but in our collaborative approach with the community. We believe in "upstream first," dedicating our expertise and resources to support and advance foundational projects like Xen, and helping contributors of all levels join us on this journey.

Are you the one?

Vates was born more than 10 years ago in the French Alps, in Grenoble. Our team is composed of more than 150 people, spread out in France and elsewhere in the world. Want to know more about our history? Our team? Thinking of joining us?