Information Technology Support Specialist

SISL Global; Paris; On-site; EUR 32,000 - 42,000; Full time

Job summary

SISL Global is seeking an L2 Desktop Support Technician in Paris to deliver advanced technical assistance to end users. The role involves diagnosing complex problems, maintaining desktops and software, and ensuring peak performance and user satisfaction.

Responsibilities include second-level support, OS installation and updates, root-cause analysis, and remote assistance for remote or field users. Strong AD/GP knowledge and teamwork are essential.

Qualifications

• Bachelor’s or equivalent IT education or experience.
• 2–4 years in desktop support or similar role.
• Proficient with Windows and Mac OS.
• Familiar with AD, group policies, and user management.

Responsibilities

• Provide second-level desktop/laptop hardware and software support.
• Install, configure, and maintain operating systems and software updates.
• Perform root cause analysis and resolve recurring problems.
• Troubleshoot Windows and Mac issues efficiently.
• Assist with network connectivity: LAN/WAN, Wi‑Fi, VPN.
• Collaborate with IT team on projects and upgrades.
• Maintain accurate ticket records and resolutions in the system.
• Provide remote support for home-based or field users.
• Mentor junior technicians as needed.
• Ensure IT policies and security protocols are followed.
• Perform routine maintenance to optimize equipment performance.
• Build strong relationships with end users and ensure satisfaction.

Skills

Windows OS

MacOS

Troubleshooting

Customer support

Remote support

Communication

Education

Associate's or bachelor's degree in IT

Equivalent work experience

Tools

Active Directory

Group Policies

Ticketing system

Job description

The L2 Desktop Support Technician is responsible for providing advanced technical support and

troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.

Key Responsibilities:

• Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of windows and mac computers
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment
• Build and maintain strong relationships with end users and ensure user satisfaction

Qualifications:

• Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support