IT Support Engineer – Level 1/2

About the role

Reporting to the IT Manager, you will join an international IT Helpdesk team providing Level 1 and Level 2 support to end users worldwide, handling incidents, service requests and ensuring high user satisfaction.

Key responsibilities

• Provide Level 1 and Level 2 support via ticketing system, phone, Teams or on‑site.
• Diagnose and resolve hardware, software and network‑related incidents.
• Manage user requests such as account creation, access rights and software installation.
• Escalate complex issues to higher support levels when necessary.
• Document incidents and resolutions accurately.
• Assist day‑to‑day IT issues for all users and VIP users.
• Guide users on best practices and proper use of IT tools.
• Prepare, configure and deploy Windows and Mac workstations.
• Manage the IT equipment lifecycle, including installation, maintenance and replacement.
• Support mobile device management solutions (Intune, Kandji) and maintain inventory tracking.
• Document procedures and contribute to the knowledge base.
• Follow ITSM best practices, ensure SLA compliance and suggest process improvements.
• Collaborate with international IT teams and communicate incident status to stakeholders.
• Participate in team meetings and knowledge‑sharing sessions.

Required profile

• Bachelor’s degree in IT, Computer Science or related field (or equivalent experience).
• 2–5 years of experience in Level 1/Level 2 IT support.
• Experience in an international environment is a plus.
• Fluent English (spoken and written) is mandatory; French is a plus.
• Strong communication and interpersonal skills with a customer‑oriented mindset.
• Ability to prioritize and manage multiple tasks in a 24×7 rotational shift environment.
• Team player with a proactive attitude and willingness to learn continuously.

Required skills

• Microsoft 365
• Entra ID (Azure AD)
• Intune
• Kandji
• Windows operating system
• macOS
• Basic networking knowledge
• Ticketing systems