IT Support Technician Level 1 and 2 (M/F)

Company Description

Darest Informatic SA has been offering its services to SMEs and large companies since its establishment in 1978. Our expertise is divided into 3 activities: IT engineering, equipment supply, and personnel delegation.

For one of our prestigious clients in the watchmaking sector, we are looking for an IT Support Technician (M/F)

Job Description

• Receive, qualify, and assign user incidents/requests via phone, email, or our ticketing tool
• Establish a diagnosis based on incidents reported by users
• Provide a first level of resolution
• Provide a diagnosis before escalation to other levels
• Keep users informed about the progress of their tickets (GNS)
• Support users in various situations and in most cases remotely worldwide in French and English
• Ensure user satisfaction by providing customer-oriented service
• Proximity support at the counter
• Handle assigned tickets from receipt to closure
• Perform incident resolutions related to basic applications
• Solve issues using remote control software
• Support users on their mobile phones (iPhones/iPads)
• Communicate appropriately and effectively with users
• Take initiative and implement solutions for continuous improvement
• Provide relevant and useful information to IT management

Qualifications

• Holder of at least a CFC in IT or Bac +2 with 2 years of experience in a similar position
• Fluency in French as well as English B2 minimum
• Knowledge of the concept of incident analysis and diagnosis from level 0 to 2
• Communication skills towards users
• Listening skills, pedagogy, rigor, and empathy
• Windows 10 and 11 environments
• Office 2016 and O365 suite, Teams solution
• Exchange messaging
• Active Directory
• Remote control tools
• Call center tool
• Ticketing tool (ITSM)
• Familiarity with Service Level Management (GNS-ITSM)
• ITIL concepts, certification training will be provided at the end of your probation period

Additional Information