Technicien Support IT N2/N3
Core
Senior IT support specialist handling escalated complex incidents and driving service quality improvements across multi-site environments.
Role type
Senior N2/N3 IT Support Technician
Builds
Stable IT operations and knowledge base for multi-site retail/distribution environments
Domain
IT Support / Network Administration / Endpoint Security
Deliverable
client delivery
Required skills
Complex incident diagnosis and resolution, Advanced Windows 10/11 & Active Directory/Entra ID administration, SCCM/Intune management, Network troubleshooting (TCP/IP, DNS, DHCP, VPN), Fortinet administration, ITSM (GLPI) & ITIL practices, Vulnerability management & patching, Wi-Fi/ToIP/MPLS/SD-WAN expertise, PowerShell scripting
Preferred skills
Root cause analysis, Knowledge base enrichment, Process optimization, Mentoring junior support teams
Technologies
Windows 10/11, Active Directory, Entra ID, MECM/SCCM, Intune, Fortinet, GLPI, PowerShell
Responsibilities
Resolve escalated complex incidents from N1/N2 teams, Provide N3 technical expertise on workstations, network, and Fortinet, Mentor Helpline teams on technical skills, Identify root causes of recurring incidents, Improve support processes and documentation
Seniority
Senior, hands-on IC