Your core mission is to provide IT support services to all French entities according to the defined service level commitments.

You lead a team of technicians in order to give quality support to end users concerning hardware, software, applications, network   permissions, user management etc. in a Microsoft environment. Beside tasks like installation of hardware, provide advice to users and handle ticket requests managed in a ticket system.

As a local Tech Leader your role will also to coordinate with the community leader and other tech leaders: raise incidents/problems, work on global harmonization and projects: ensuring the deployment and support on a local level.

The IT Support tech leader must possess the ability to support a diverse population of users remotely and on site.

·       Leadership and Team spirit

·       Take ownership of user problems and be pro-active by troubleshooting user issues

·       Assist end users with the installation, configuration, and ongoing usability of desktop computers and mobile devices, peripheral equipment and software within established standards and guidelines

·       Understand and reproduce reported issues

·       Documents issues and associated resolutions in a ticketing system and escalates to a second/third level resources if necessary

·       Lead and participate in projects in order to ensure the right support and local deployment

·       Work with vendor support contacts

·       Collaborate with other IT departments/staff as needed to determine and resolve IT related issues

·       Network printer installation/configuration

·       Manage work and requests through internal ticketing system

·       Collaborates with national and international A.RAYMOND Network

IT degree

Preferred five years’ experience in onsite and remote support

Technical Coordination/lead experience

Advanced software and hardware knowledge

·       Demonstrated expertise in the use of, configuring, and support of Windows 10 clients OS , standard desktop applications (Edge, Office 2016, Office 365 apps, OneDrive), Active Directory, Exchange/Outlook, Skype for Business & Teams, Secure ID, TCP/IP.

·       Good technical knowledge relating to PCs, notebooks, printer, peripheral devices, mobile devices

·       Excellent interpersonal and customer service delivery skills

·       Ability to analyze problems, assess risks/benefits and develop creative

·       Excellent organizational, time-management, verbal and written communication skills

·       Team player and willingness to acquire new knowledge