Technicien Support Anglophone
Core
Provides Level 1 technical and functional support to users via phone, email, chat, and ticketing in French and English, resolving incidents and escalating complex issues.
Role type
Level 1 Helpdesk Technician
Builds
IT support services for end-users
Domain
IT Support / Helpdesk
Deliverable
client delivery
Required skills
Windows and macOS environment management, ticketing tools (ServiceNow, Jira, Zendesk), hardware and software troubleshooting, basic cybersecurity and access management, French and English fluency
Preferred skills
ITIL, Microsoft, or CompTIA A+ certification, experience in an international environment
Technologies
Windows, macOS, Office 365, Google Workspace, ServiceNow, Jira, Zendesk
Responsibilities
Receive and analyze user requests, diagnose and resolve Level 1 incidents, escalate unresolved issues to higher levels (N2/N3), track tickets and report interventions, update technical documentation and knowledge bases, train users on best practices, collaborate with technical teams to improve support processes
Seniority
Junior to Mid-level (1-3 years experience)