On-Site IT Support Technician – Level 2/3

Jobtailor; Lyon; Sur place; EUR 42 000 - 56 000; Plein temps

Résumé du poste

Jobtailor in Lyon seeks an experienced IT Support professional to deliver Level 2/3 incident resolution, focusing on Windows 10/11, Microsoft 365, and cloud-based identity tools. You will handle complex issues, guide on‑site technicians, and contribute to knowledge management.

You will collaborate with infrastructure and application teams, deploy and maintain IT equipment, and help drive continuous improvement of tools and processes.

Qualifications

• Degree in IT or diploma (min two-year post-secondary).
• Strong knowledge of Windows 10/11 and Microsoft 365 environments.
• Proficiency with Active Directory, Entra ID (Azure AD), Intune and IT asset tools.
• Solid understanding of TCP/IP, DHCP, DNS, VPN.
• Experience with ITSM tools and ITIL-based incident management.
• Ability to diagnose and resolve complex technical issues.
• Excellent customer service orientation and user‑satisfaction focus.
• Technical leadership and team‑coordination abilities.
• Analytical, proactive, and well‑organized.

Responsabilités

• Provide Level 2/3 support for complex incidents and coordinate resolutions.
• Diagnose and resolve hardware, software, and network issues across devices.
• Support workstations, peripherals, mobile devices, and collaboration tools.
• Track incidents through to full resolution and report on performance metrics.
• Share best practices and contribute to knowledge bases and procedures.
• Provide technical guidance to on-site support technicians and peers.
• Participate in escalation management and liaise with infra/app teams.
• Deploy, configure, and maintain IT equipment; support hardware refresh projects.

Connaissances

Windows 10/11

Microsoft 365

Active Directory

Azure Entra ID

Intune

ITSM Tools

ITIL

Formation

Two-year IT degree (BTS SIO / DUT or equivalent)

Outils

Entra ID (Azure AD)

Intune

ITSM Tools

Collaboration Tools

Knowledge Management Systems

Description du poste

• Provide Level 2/3 support and handle complex incidents
• Diagnose and resolve hardware, software, and network issues
• Support workstations, peripherals, mobile devices, and collaboration tools
• Track incidents through to full resolution
• Contribute to improving the quality of service provided to users
• Provide technical support to on-site support technicians
• Share best practices and lessons learned
• Contribute to the team’s professional development
• Act as the primary point of contact for complex technical issues
• Participate in escalation management and coordinate with infrastructure and application teams
• Deploy, configure, and maintain IT equipment
• Participate in hardware refresh projects and solution deployments
• Ensure compliance with technical standards and internal procedures
• Monitor the compliance of workstations and equipment
• Write and maintain procedures, operating instructions, and knowledge bases
• Analyze recurring incidents and propose action plans
• Produce support tracking and performance metrics
• Contribute to the enhancement of support tools and processes

Requirements

• Degree or diploma in IT (minimum two-year post-secondary qualification: BTS SIO, DUT in Computer Science, or equivalent)
• Strong knowledge of Microsoft Windows 10/11 and Microsoft 365 environments
• Proficiency with Active Directory, Entra ID (Azure AD), Intune, and IT asset management tools
• Good understanding of network infrastructure (TCP/IP, DHCP, DNS, VPN)
• Experience with ITSM tools and incident management based on ITIL best practices
• Ability to diagnose, analyze, and resolve complex technical issues
• Excellent customer service orientation and commitment to user satisfaction
• Technical leadership skills and the ability to bring a team together
• Strong coaching skills and enthusiasm for knowledge sharing
• Analytical and problem-solving mindset
• Thorough, self-directed, and well-organized
• Excellent interpersonal and communication skills, with the ability to work with a range of stakeholders
• Proactive approach and ability to suggest improvements as part of a continuous improvement process

Core Competencies

Demonstrates expertise in providing Level 2/3 technical support, diagnosing complex hardware, software, and network issues, and ensuring compliance with technical standards. Proficient in utilizing ITSM tools and fostering a collaborative environment for continuous improvement.

Highest-signal resume keywords

• Microsoft Windows 10/11
• Microsoft 365
• Active Directory
• ITIL Best Practices
• Network Infrastructure

ATS Optimization Keywords

Hard Skills

• Incident Management
• Technical Support
• Problem Solving
• IT Asset Management
• Configuration Management

Soft Skills

• Customer Service Orientation
• Coaching Skills
• Interpersonal Communication
• Analytical Mindset
• Proactive Improvement

Certifications & Qualifications

• Degree in IT
• Diploma in IT

Industry Keywords

• TCP/IP
• DHCP
• DNS
• VPN
• Technical Standards

Tools & Technologies

• Entra ID (Azure AD)
• Intune
• ITSM Tools
• Collaboration Tools
• Knowledge Management Systems