Remote IT Help Desk Technician - Bilingual FR/EN

Vates Virtualization Management Stack (XCP-ng / Xen Orchestra); Grenoble; À distance; EUR 28 000 - 40 000; Plein temps

Avantages offerts par ce poste

Health insurance 50%

Employee discounts (Works Council)

Employee savings plan (PEE)

Profit-sharing

Annual bonus

100% remote

Résumé du poste

Vates seeks a Help Desk Technician to be the first point of contact for users, providing initial IT support and guidance. The role requires occasional on-site visits to Grenoble, with a preference for the candidate to be located in the Grenoble area.

You will help with installation, configuration, and troubleshooting of IT equipment and software. Responsibilities include handling tickets, diagnosing issues, and escalating complex cases.

Qualifications

• First-level IT troubleshooting and incident diagnosis.
• Windows and Linux operating systems knowledge.
• Basic macOS knowledge is a plus.
• Hardware and peripheral troubleshooting.
• Basic networking concepts: TCP/IP, DNS, DHCP, VPN.
• User account and access management.
• Remote support tools use.
• Ticketing systems / ITSM tools knowledge.
• Open source productivity tools (Nextcloud, Docmost, Plane.so, LibreOffice, Zammad).
• Basic IT security and cybersecurity best practices.

Responsabilités

• Provide first-level technical support to employees through appropriate channels.
• Receive, qualify, prioritize, and track IT support requests.
• Diagnose and resolve common hardware, software, connectivity, and access-related issues.
• Assist employees with installation, configuration, and use of IT equipment and software.
• Troubleshoot workstation, peripheral, OS, and network-related issues.
• Assist with basic user account and access management following procedures.
• Guide users through troubleshooting steps with clear explanations.
• Escalate complex incidents to the appropriate IT team.
• Document incidents, troubleshooting actions, and resolutions in the ticketing system.
• Follow up on open tickets and inform users of progress.
• Contribute to internal IT documentation and knowledge bases.
• Identify recurring issues and report to IT teams.
• Follow IT security, access management, and support procedures.
• Contribute to continuous improvement of IT support processes.

Connaissances

First-level IT troubleshooting

Windows & Linux

macOS basics

Hardware troubleshooting

Networking basics

User account management

Remote support tools

Ticketing systems (ITSM)

Open source tools

IT security basics

Documentation & KB management

Virtualization/open-source knowledge

Formation

Two-year BTS or Bachelor’s degree in IT/CS/Net Admin

Language skills: English and French

Outils

Nextcloud

Docmost

Plane.so

LibreOffice

Zammad

Description du poste

Vates seeks a Help Desk Technician to be the first point of contact for users, providing initial IT support and guidance. The role requires occasional on-site visits to Grenoble, with a preference for the candidate to be located in the Grenoble area.

You will help with installation, configuration, and troubleshooting of IT equipment and software. Responsibilities include handling tickets, diagnosing issues, and escalating complex cases.