IT Support Technician L2

Reporting to the Group IT Team, you will be involved in Level 1 and 2 support, workstation administration, Microsoft 365 services, mobile equipment, and first-level IT infrastructures (network, servers, and enterprise services). You will participate in the deployment and administration of Microsoft 365, Intune, and MECM solutions, the management of Active Directory / Entra ID user accounts, support for Windows environments, and the daily operation of local infrastructures. You will also contribute to the continuous improvement of IT services, technical documentation, and compliance with the Group's cybersecurity standards. You will evolve in an international and multi-site environment offering real technical development opportunities towards systems, networks, cloud, and cybersecurity domains.

Your main missions will be as follows:

• Provide Level 2 technical support to users by analyzing and resolving hardware, software, system, and network incidents.
• Ensure the processing, prioritization, and tracking of tickets in the ITSM tool, in compliance with service commitments.
• Perform remote and on-site support interventions for local and international users.
• Install, configure, and maintain workstations, peripherals, and printers.
• Participate in workstation deployment, renewal, and migration operations using Microsoft Endpoint Configuration Manager (MECM/SCCM) and Microsoft Intune tools.
• Administer user accounts and access rights in Active Directory, Microsoft Entra ID, and Microsoft 365.
• Provide support for Microsoft 365 services, including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.
• Handle assistance and management of iOS and Android mobile devices and their integration into the company's MDM solutions.
• Participate in the maintenance and support of local connectivity infrastructures (Wi-Fi, local network, cabling, and proximity network equipment).
• Perform preventive maintenance operations to limit service interruptions and ensure equipment availability.
• Monitor the IT asset inventory and contribute to the lifecycle management of hardware and software.
• Document incidents, procedures, and solutions in the knowledge base to improve support quality and knowledge capitalization.
• Escalate complex incidents to Level 3 teams and ensure follow-up until resolution.
• Participate in local and Group IT projects related to workstations, Microsoft 365, mobility, and continuous improvement of IT services.
• Contribute to the application of the Group's cybersecurity policies, particularly concerning workstations, digital identities, and access management.
• Collaborate with infrastructure, network, and security teams to ensure effective support in a multi-site and international environment.

Desired Candidate Profile

• Level 1/2 User Support
• Windows 10/11 and Microsoft 365
• Active Directory and Microsoft Entra ID
• MECM / SCCM and Intune
• TCP/IP Networks, DNS, DHCP, Wi-Fi
• iOS and Android Support
• ITSM Tools and Remote Assistance
• Basic skills in system and infrastructure administration
• Professional French and English