IT Support Specialist

Equativ; Paris (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Equativ is seeking an experienced IT Support Specialist to join our IT team. You will handle end-user support, troubleshoot hardware/software/network issues, and manage helpdesk tickets in a fast-paced environment.

You will work with Google Workspace, Okta, Office 365, MDM, and EDR, and provide documentation and end-user training while collaborating with other departments to ensure smooth IT services.

Qualifications

• Minimum 5 years of hands-on IT support experience in a fast-paced environment.
• Strong customer service mindset with ability to investigate and resolve issues quickly.
• Fluent in English and French with clear communication skills.

Responsibilities

• Provide technical assistance to end-users for hardware, software, and network issues.
• Manage helpdesk tickets, prioritize, and deliver timely solutions.
• Troubleshoot Windows, macOS, and Linux and common applications (Office 365, Slack).
• Install and configure hardware/software and assist with updates/upgrades.
• Manage user accounts and access rights in IT systems.
• Set up new workstations and ensure users have necessary tools and access.
• Document configurations, procedures, and troubleshooting steps for internal use.
• Create user guides and help documents for common IT issues.
• Generate periodic system/tickets status reports and coordinate with senior IT staff.
• Provide basic end-user training and cyber-security awareness.

Skills

Customer service

Troubleshooting

Documentation

Teamwork

English fluency

French fluency

Tools

Google Workspace

Okta

Office 365

MDM (Intune)

EDR

Slack

Job description

We are seeking an experienced IT Support Specialist to join our dynamic IT team. The ideal candidate will have at least 5 years of hands-on experience in providing IT support, troubleshooting, and assisting end-users with a wide variety of technical issues. This role is perfect for someone looking to continue growing their career in IT support while contributing to the overall success of our organization's technology infrastructure. The IT department, composed of 9 people, is in charge of a wide range of tasks, including onboarding/offboarding users, handling IT Desk tickets, managing Google Workspace, Okta, Office 365, MDM and EDR.

Key Responsibilities:

• Provide technical assistance to end-users, diagnosing and resolving hardware, software, network, and peripheral issues in a timely manner, working with the external support of our providers when necessary.
• Manage helpdesk tickets, prioritize issues, and ensure solutions are delivered.
• Troubleshoot and resolve problems related to operating systems (Windows, macOS, Linux) and applications (Office 365, Slack, …).
• Assist in the installation and configuration of hardware and software, ensuring all devices are functioning properly and meet company standards.
• Help with system updates, software installations, and hardware upgrades as needed.
• Manage user accounts, access rights, and permissions in IT managed applications.
• Assist with setting up new employee workstations and ensuring users have the necessary tools and accesses to perform their roles efficiently.
• Write new and keep up-to-date documentation of system configurations, procedures, and troubleshooting steps for internal use and reference.
• Create and update user guides and help documents for common IT issues and solutions.
• Assist in generating periodic reports on the status of systems, tickets, and any recurring issues.
• Work closely with senior IT staff and other departments to ensure the smooth operation of IT services across the company.
• Provide basic training to end-users on common software and hardware issues, ensuring they are equipped to solve minor problems on their own.
• Cyber-security sensibilization

About you

• You have a first experience in handling IT support in a fast growing company.
• You love helping people and investigating to solve problems in a fast-paced environment, and you demonstrate strong customer service skills.
• Rigor and team spirit mindset.
• Proficiency in Windows, macOS, and Linux operating systems.
• Admin experience with Google Workspace,Okta, Slack, Office 365, MDM (Iru & Intune).
• Familiar with ticketing systems.
• Basic knowledge of hardware components, including desktop/laptop setups, printers, peripherals and meeting rooms.
• fluency in English and French