IT Support Engineer – Level 1/2

About the role

Reporting to the IT Manager, you will join an international IT Helpdesk team operating in France, the United States and expanding to India. As an IT Support Engineer (Level 1/2) you will provide first‑ and second‑level technical assistance to end users worldwide, handling incidents and service requests to ensure timely resolution and high user satisfaction.

Key responsibilities

• Provide Level 1 and Level 2 support via ticketing system, phone, Teams or on‑site, diagnosing hardware, software and network issues.
• Manage user requests such as account creation, access rights, and software installation, and escalate complex cases when needed.
• Prepare, configure and deploy Windows and Mac workstations, manage the IT equipment lifecycle and support mobile device management (Intune, Kandji).
• Document incidents, resolutions and procedures, maintain knowledge‑base entries and ensure SLA compliance.
• Collaborate with international IT teams, communicate incident status to users and participate in team meetings.

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, preferably in an international environment.
• Fluent English (spoken and written); French is a plus.
• Strong communication, customer‑oriented mindset and ability to manage multiple tasks.

Required skills

• Microsoft 365 environment.
• Entra ID (Azure AD).
• Intune and Kandji (mobile device management).
• Windows and macOS operating systems.
• Basic networking concepts and IT infrastructure.
• Experience with ticketing systems.