IT Support Engineer – L1/L2

About the role

Reporting to the IT Manager, you will join an international IT Helpdesk team based in France, the United States and expanding in Mumbai. The role provides first‑ and second‑level technical support to end users worldwide, handling incidents and service requests while ensuring high user satisfaction.

Key responsibilities

• Deliver Level 1 and Level 2 support via ticketing system, phone, Microsoft Teams or on‑site.
• Diagnose and resolve hardware, software and network incidents.
• Manage user requests such as account creation, access rights and software installation.
• Escalate complex issues to higher support tiers when required.
• Prepare, configure and deploy Windows and macOS workstations and support mobile device management solutions (Intune, Kandji).
• Maintain IT equipment lifecycle, inventory and asset tracking.
• Document procedures, contribute to the knowledge base and follow ITSM best practices to meet SLA commitments.
• Collaborate with international IT teams and communicate incident status clearly to users and stakeholders.
• Participate in a 24 × 7 rotational shift schedule to support global time zones.

Required profile

• Experience providing L1/L2 technical support in a multinational environment.
• Ability to work in a 24 × 7 rotational shift schedule.
• Strong communication skills and a customer‑focused attitude.
• Professionalism when assisting VIP users.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Teams
• Microsoft Intune
• Kandji (macOS MDM)
• IT Service Management (ITSM) processes
• Mobile Device Management
• Ticketing systems