Responsibilities
- Provide Level 1 IT support for internal users, including troubleshooting issues related to:
- Microsoft 365 (Outlook, Teams, OneDrive, etc.)
- Azure Active Directory and user access
- Network connectivity (Wi-Fi, VPN, LAN)
- Laptops (Windows 10/11 and macOS), printers, and peripherals
- Assist with device setup and configuration using Microsoft Intune
- Maintain and update IT documentation and knowledge base articles
- Escalate complex issues to Level 2/3 support when necessary
- Support onboarding and offboarding processes (account setup, hardware preparation)
- Collaborate with the IT team to improve support processes and user satisfaction
- Participate in IT-related projects and initiatives as needed
Profile required
- Apprenticeship in IT or equivalent
- Some experience in an IT support or helpdesk role
- Good knowledge of:
- Microsoft 365 and Azure environments
- Windows 10/11 and macOS operating systems
- Microsoft Intune for device management
- Basic networking concepts (IP, DNS, DHCP, VPN)
- Strong problem-solving and communication skills
- Customer-oriented mindset and a proactive attitude
- Ability to work independently and manage time effectively
- Professional-level English (spoken and written); French is a plus
Preferred Qualifications
- IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar
- Experience in a hybrid or remote work environment
- Familiarity with ticketing systems (e.g., Jira, Freshservice, ServiceNow)
