Desktop Support Technician
2 days ago
Grenoble
HCLTECH HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving. Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040. To learn more about how we can supercharge progress for you, visit ___ Note: Candidates must be eligible to work in France Fluent in English and French Job Description: Onsite Support Engineer We are seeking a dedicated and skilled Onsite Support Engineer to join our IT team. The ideal candidate will provide support for our users, ensuring smooth and efficient operation of IT systems and services. This role involves troubleshooting hardware and software issues, providing technical assistance, and maintaining IT infrastructure. Description du poste : Technicien Support Informatique sur Site Nous recherchons un(e) Technicien(ne) Support Informatique sur Site motivé(e) et compétent(e) pour rejoindre notre équipe IT. Le candidat idéal assurera le support aux utilisateurs tout en garantissant le fonctionnement fluide et efficace des systèmes et services informatiques. Ce poste implique le dépannage des incidents matériels et logiciels, l’assistance technique et la maintenance de l’infrastructure IT. Key Responsibilities • Provide Support: Respond to and resolve technical issues related to hardware, software, and network systems in a timely manner (SLA & KPI)., • Troubleshooting: Diagnose and troubleshoot technical problems, including desktop PCs, laptop PCs, tablets, smartphones, video conference systems, and Cisco switches (hand & eyes), and printers., • User Assistance: Assist users with IT-related queries and provide support on software and hardware usage. • Incident Management: Log, track, and manage incidents and service requests using the company’s IT service management system (ServiceNow)., • Installation & Configuration: Install, configure, and maintain computer hardware, software, systems, networks, printers (toner replacement), scanners, video conference systems, and Cisco switches (hand & eyes)., • System Maintenance: Perform regular maintenance tasks, such as system updates, and patch management. • Documentation: Read and acknowledge the documentation and KB articles of IT procedures, configurations, and support activities. Support utilisateur : Répondre aux incidents techniques liés au matériel, aux logiciels et aux réseaux, et les résoudre dans les délais impartis (SLA & KPI). Dépannage : Diagnostiquer et résoudre les problèmes techniques concernant les PC de bureau, ordinateurs portables, tablettes, smartphones, systèmes de visioconférence, commutateurs Cisco (hands & eyes) et imprimantes. Assistance aux utilisateurs : Assister les utilisateurs pour toute demande liée à l’informatique et fournir un support sur l’utilisation des logiciels et du matériel. Gestion des incidents : Enregistrer, suivre et gérer les incidents et les demandes de service via le système de gestion des services IT de l’entreprise (ServiceNow). Installation et configuration : Installer, configurer et maintenir le matériel informatique, les logiciels, les systèmes, les réseaux, les imprimantes (remplacement de toner), les scanners, les systèmes de visioconférence et les commutateurs Cisco (hands & eyes). Maintenance des systèmes : Effectuer des tâches de maintenance régulières, telles que les mises à jour système et la gestion des correctifs (patch management). Documentation : Lire, comprendre et valider la documentation et les articles de la base de connaissance (KB) concernant les procédures IT, les configurations et les activités de support. Collaboration : Travailler en étroite collaboration avec les autres membres de l’équipe IT et les différents départements afin d’assurer un support et des opérations informatiques fluides. Conformité : Garantir le respect des politiques, procédures et normes de sécurité de l’entreprise. Qualifications • Education: Bachelor’s degree in computer science or information technology., • Experience: Minimum of 2 years of experience in IT support or a related role., • Certifications: Relevant certifications such as ITIL Foundation is a plus., • Technical Skills: o Proficiency in Windows operating system is required., • Proficiency in Mac and Linux operating systems is a plus., • Knowledge of networking concepts and protocols (TCP/IP, Proxy, DNS, DHCP, NAC & SDA). o Experience with Active Directory and Office 365 administration., • Familiarity with remote desktop tools and IT service management software., • Basic understanding of cybersecurity principles. Formation : Licence (Bachelor) en informatique ou en technologies de l’information. Expérience : Minimum 2 ans d’expérience dans le support informatique ou dans un poste similaire. Certifications : Les certifications pertinentes telles que ITIL Foundation constituent un atout. Compétences techniques : • Maîtrise du système d’exploitation Windows (obligatoire)., • La maîtrise des systèmes Mac et Linux est un plus., • Connaissance des concepts et protocoles réseau (TCP/IP, Proxy, DNS, DHCP, NAC & SDA)., • Expérience avec l’administration Active Directory et Office 365., • Familiarité avec les outils de bureau à distance et les logiciels de gestion des services IT., • Compréhension de base des principes de cybersécurité., • Expérience dans le support et le dépannage des PC de bureau, ordinateurs portables, tablettes, smartphones, systèmes de visioconférence, imprimantes et commutateurs Cisco. Soft Skills: Excellent problem-solving and troubleshooting skills. o Strong communication and interpersonal skills. o Ability to work independently and as part of a team. o Customer-focused with a commitment to providing high-quality service. o Ability to prioritize tasks and manage time effectively. Compétences comportementales (Soft Skills) • Excellentes capacités de résolution de problèmes et de diagnostic., • Excellentes compétences en communication et en relations interpersonnelles., • Capacité à travailler de manière autonome et en équipe., • Sens du service client et engagement à fournir un service de haute qualité., • Capacité à prioriser les tâches et à gérer efficacement son temps. Working Conditions • Location: Onsite 5 days, • Hours: Full-time position (40hours per week) with standard office hoursOccasional extra support requirement. • Physical Requirements: Ability to lift and move computer equipment as needed. • Travel possibility: Short travel possibility to other city in France, or to other country in Western Europe (Belgium, Netherlands, Switzerland). Conditions de travail Lieu : Travail sur site, 5 jours par semaine Horaires : Poste à temps plein (40 heures par semaine) avec des horaires de bureau standards. Possibilité de support ponctuel en dehors des horaires habituels. Exigences physiques : Capacité à soulever et déplacer du matériel informatique si nécessaire. Déplacements : Possibilité de courts déplacements dans d’autres villes en France ou vers d’autres pays d’Europe de l’Ouest (Belgique, Pays-Bas, Suisse). Benefits • A supportive, diverse, and global team with a brilliant culture., • Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land., • Great opportunities to make the role your own, upskill yourself and get involved with exciting projects., • Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few. For more information on how we process your personal data, please refer to HCLTech’s ___. To know more about us visit – ___