IT Support Engineer

Rakuten Group; Paris; Sur place; EUR 40 000 - 55 000; Plein temps

Résumé du poste

A global technology company in Paris is looking for an experienced IT Support Engineer to provide day-to-day support for IT systems. This role involves creating and managing tickets, onboarding and offboarding employees, and ensuring high customer service standards. Candidates should have a degree in Computer Science or relevant experience, and must be fluent in English. The position offers benefits like annual bonuses and flexible working hours.

Prestations

Annual bonus

Stock-option

Flexible working hours

Lunch vouchers

Coupons for Rakuten Platform

Access to learning resources

Extra time off during your Birthday

25 days' paid holiday

Qualifications

• In-depth, hands-on knowledge of desktop applications and hardware.
• Ability to write easy-to-follow end user documentation.
• Excellent oral and written communication skills.

Responsabilités

• Day-to-day support for IT systems and end user devices.
• Creating and resolving tickets using Jira & Zendesk.
• Onboarding and offboarding of employees across EMEA.

Connaissances

Desktop applications knowledge

Experience with Windows and MacOS

Customer service skills

Fluent English

Working knowledge of collaboration tools

Ability to prioritize and manage workload

Formation

BS / MS degree in Computer Science or related

3+ years of relevant IT Support experience

Outils

Jira

Zendesk

Office365

MDM platforms (Intune, JAMF)

Description du poste

Overview

Rakuten, founded in 1997, is a Global Innovation Company based in Japan. With over 70 diverse businesses spanning e-commerce, digital content, fintech, and communications, and 32,000 employees, we serve 1.6 billion members worldwide. Our mission is to empower people and society through innovation and entrepreneurship.

Rakuten Tech in Europe

Rakuten Tech in Europe, a part of the Rakuten Group's Global Innovation Hub, serves as the regional hub for the European-based members of the Technology Division. We provide and optimize global platforms to support businesses within the Rakuten Ecosystem, tailoring them to specific use cases in Europe and beyond.

With over 130 members across 7 countries and 12 offices, our presence spans France (Paris), Spain (Barcelona), UK (Belfast and London), Estonia (Tallinn), and Germany (Berlin). Our diverse team is formed of more than 20 nationalities and collaborates with all members of the Technology Divisions on a regular basis.

Context

Rakuten's European Tech Division (EUTD) is looking for a talented and dynamic IT Support Engineer to join our Corporate IT Department. This is a great chance to work in a multicultural and experienced team, supporting multiple locations in Europe with high visibility and significant customer impact.

Missions (Responsibilities)

• Day-to-day support for IT systems, end user devices, computer networks and AV / Presentation devices
• Creating, processing, maintaining, and resolving tickets using Jira & Zendesk ticket management systems
• Provide initial investigation on all incidents, ensure they are resolved wherever possible and escalate them if necessary
• Imaging hardware using industry standard methods for MacOS and Windows devices
• Onboarding / Offboarding of Rakuten Employees across the EMEA region
• Install and perform repairs to hardware, software, or peripheral equipment
• Creating / Updating documentation for technical teams as well as to enable self sufficient support for end users
• Track stock levels of IT hardware and maintain the asset management system, liaising with procurement teams when required for new or replacement hardware

Required skills

• BS / MS degree in Computer Science, Engineering, or related subject or 3+ years of relevant experience in the IT Support field
• In-depth, hands-on knowledge of and experience with desktop applications and hardware, including Windows and MacOS
• Working knowledge of MDM platforms including Intune and JAMF
• Ability and willingness to quickly learn new skills and technologies
• Ability to prioritise, multi-task and manage your own workload
• Proficiency with Office365
• Experience of supporting collaboration tools such as Zoom, Microsoft Teams and Slack
• Good knowledge of business operations
• Excellent oral and written communication skills
• Great customer service skills and ability to function as part of a team as well as working alone
• English at fluent level is mandatory
• Willingness to travel for business to international locations when required
• Ability to write easy to follow end user documentation plus critique and update existing documentation

Desirable skills

• Experience working in an Active Directory environment
• Understanding of ITIL principles

Benefits and Perks

• Annual bonus
• Stock-option
• Flexible working hours
• Lunch vouchers
• Coupons for Rakuten Platform (20 euros per month)
• Access to learning and career development resources
• Access to certifications and tech conferences
• Being part of multicultural teams with more than 20 nationalities
• Extra time off during your Birthday and Company anniversary
• Possibility to organize your time to have your Fridays afternoons off
• 25 days' paid holiday
• Office in Sentier neighbourhood
• As an employer, Rakuten Tech in Europe is committed to developing an inclusive working environment. Access to employment is open to all, regardless of gender, age, disability, ethnicity, religion, sexual orientation, or social status.

Languages :

English (Overall - 3 - Advanced)