IT technician (W/M)

Hendrix Genetics BV; Mauges-sur-Loire; Sur place; EUR 30 000 - 40 000; Plein temps

Résumé du poste

A leading genetic company in Mauges-sur-Loire is seeking an experienced Service Desk technician to provide first-level support and manage equipment within their scope. The role involves daily incident management, user assistance on site and remotely, and participation in Scrum methodology-related meetings. Knowledge of Windows 11 migration and IT service management tools is advantageous.

Responsabilités

• Manage incidents reported on the Group's tools daily and handle user calls.
• Ensure incidents/requests are recorded, tracked, and resolved in the ticketing system.
• Provide ad hoc assistance to users on site or remotely.
• Escalate requests when necessary to ensure resolution.
• Manage all equipment using internal tools (computers, smartphones, printers).
• Ensure equipment renewal and implementation with migration to Windows 11.
• Liaise with suppliers for support requests.
• Participate in IT department meetings related to Scrum methodology.
• Involve in the project for implementing the future IT service management (ITSM) tool.

Description du poste

Overview

As an experienced Service Desk technician, you will primarily provide first-level support to users at Hendrix Genetics group companies in France. You will also be responsible for managing and monitoring the equipment pool within your assigned scope.

Responsibilities

• You will manage incidents reported on the Group's tools on a daily basis and handle telephone calls from users under your responsibility.
• You will ensure that incidents/requests are recorded, followed up and resolved using our internal ticketing system.
• You will provide ad hoc assistance to users on site or remotely (via remote control).
• You will escalate requests where necessary and ensure they are resolved satisfactorily.
• You will manage all equipment within your scope using our internal tools (computers, smartphones, printers, etc.).
• You will ensure the renewal of equipment and its implementation using internal deployment tools, migration to Windows 11;
• You will liaise with third-party suppliers (equipment manufacturers, telecom operators, etc.) in the event of a support request;
• You will actively participate in various meetings with your colleagues in the IT department, particularly those related to the Scrum methodology (sprint planning, review, stand-up, etc.).
• In addition to this support role, you will be involved in the project to implement the future IT service management (ITSM) tool.