IT Support Engineer - L2 Sassenage

AVASO Technology Solutions; Sassenage; À distance; EUR 35 000 - 55 000; Plein temps

Résumé du poste

An established industry player in IT services is seeking a Desktop Technician to provide essential remote support. This role involves troubleshooting hardware and software issues, maintaining ticket updates, and collaborating with third-party vendors for complex AV problems. The ideal candidate will bring 2-3 years of experience in Windows Desktop support, showcasing strong analytical skills and a commitment to excellent customer service. Join a dynamic team that values flexibility and teamwork in a fast-paced environment, where your contributions will directly impact operational efficiency and customer satisfaction.

Qualifications

• 2-3 years of experience in Windows Desktop support.
• Strong analytical and problem-solving skills.

Responsabilités

• Provide first/second level contact and problem resolution for customer issues.
• Install, upgrade, support, and troubleshoot Windows OS and applications.

Connaissances

Windows Desktop Support

Troubleshooting

Customer Service

Microsoft Office 365

Active Directory

Analytical Skills

Multi-tasking

Formation

Bachelor's Degree in Computer Science

CompTIA A+

Microsoft Certified Professional (MCP)

Outils

Helpdesk Ticketing Systems

Cisco Jabber

Mobile Device Management

Description du poste

Job Description

The Band 2 – Desktop Technician will provide day-to-day remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system. The candidate will facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. The Desktop Support Engineer provides break-fix, fault diagnosis, and resolution, supporting various core operating systems and platforms, including the approved application suite. The ideal candidate should have 2-3 years of experience in Windows Desktop support.

Position Responsibilities and Functions

• Provide first/second level contact and problem resolution for customer issues.
• Work with third-party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Support basic Mac operating system functions to assist Apple PC users.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, printers.
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripherals.
• This position requires flexibility and teamwork in a project-based environment. Performs other duties as assigned.

Candidate Minimum Qualifications and Skills

• Bachelor’s degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or higher.
• At least 18 months of IT experience.
• Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
• Knowledge of mobile device management for iOS and Android, enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to multi-task, prioritize effectively, and meet SLAs.
• Excellent communication, relationship-building, and customer service skills.
• Adaptability and flexibility in a fast-changing environment.
• Willingness to work off-hours and weekends when required for projects or emergency support.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting