Senior Support Technician - LMS

Keoni; Paris; Hybrid; EUR 32,000 - 42,000; Full time

Job summary

Keoni is seeking an experienced IT Request Manager in France to analyze and validate user requests for hardware and software. You will advise users, log requests in ServiceNow, and coordinate actions with internal and external teams to ensure timely resolution.

The role requires strong IT knowledge, excellent communication, and the ability to prioritize multiple requests while maintaining meticulous records.

Qualifications

• Experience in IT support or IT request management is required.
• An Associate's degree (or equivalent) in computer science or related field.
• Ability to work in a team and coordinate actions with stakeholders.

Responsibilities

• Analyze and validate hardware and software requests from users.
• Advise users on needs via phone, Teams, or email.
• Enter and track requests in ServiceNow and escalate as needed.
• Coordinate actions with MSP, local support, PMs, or engineering teams.

Skills

Windows

Microsoft Office

Microsoft 365 Teams

Outlook

ServiceNow

ITSM

Communication

Team coordination

Customer service

Documentation

Education

Associate's degree in computer science or related field

Tools

ServiceNow

Job description

Context: As part of the organization's IT support process, the experienced support technician is involved in analyzing, qualifying, tracking, and directing user requests. They contribute to ensuring the efficient handling of hardware and software needs, in coordination with internal teams and external support providers.Main activity IT Request Manager: analysis of requests, validation of needs, tracking in the ServiceNow tool and coordination with the relevant entities until the request is properly directed or resolved.Responsibilities • Analyze and validate hardware and software requests submitted by users. • Advise users and requesters on their specific needs, communicating via phone, Teams, or email. • Enter, categorize, and track requests in the ServiceNow tool. • Escalate requests to the appropriate departments when necessary. • Initiate actions with the relevant support teams: managed services provider, local support, product managers, or engineering teams. • Alert management in case of non-standard, urgent, or arbitration-requiring requests. • Manage operational projects involving the handling of multiple requests, coordination of actions, and business consulting. • Maintain a good general knowledge of IT equipment and common software.Required Skills • Proficiency in Windows environments, Microsoft Office suite, and Microsoft 365 collaboration tools, particularly Teams and Outlook. • Knowledge of common IT equipment: workstations, monitors, peripherals, cables, printers, and accessories. • Ability to qualify user requests, identify the actual need, and direct them to the appropriate processing channel. • Proficiency or good knowledge of an ITSM tool, ideally ServiceNow, for entering, tracking, and tracing requests. • Ability to communicate clearly with both technical and non-technical stakeholders. • Good understanding of IT support processes, escalation procedures, and team coordination. • Meticulous attention to detail in tracking requests, adhering to procedures, and keeping information up to date. • Ability to prioritize multiple requests and manage emergencies with sound judgment.Required Profile • Proven experience in an IT support, user assistance, or IT request management role. • Associate's degree (or equivalent) in computer science, technical support, systems and networks, or related field. • Ability to independently handle recurring requests and escalate issues to the appropriate contacts when needed. • Ability to work effectively in a team and coordinate actions with various internal and external stakeholders. • Strong customer service orientation, active listening skills, and the ability to provide tailored solutions to users. • Excellent written and verbal communication skills, with the ability to clearly document exchanges and follow-ups. • Analytical mindset, methodical approach, and the ability to maintain perspective on complex or non-standard situations.Professional Qualities • Rigor and organizational skills. • Responsiveness and adaptability. • Teaching skills and interpersonal ease. • Team spirit and coordination skills. • Discretion, professionalism, and respect for confidentiality.Application: CV + cover letter + copies of diplomas to be sent to [e-mail]