Responsibilities
- Handle level 2 and 3 incidents and requests for Managed IT clients
- Administer clients' Microsoft 365 and Windows environments: accounts, permissions, workstations, backups
- Monitor the estate and its alerts, and act before an incident reaches the user
- Write procedures and maintain the team's knowledge base
- Provide technical guidance to junior technicians and review their work
- Contribute to security reviews and patch follow-up
Profile
- Degree in computer science, networking or equivalent
- Five years' minimum experience in IT support, part of it in a managed services environment
- Command of Microsoft 365 and Windows administration in a professional setting
- Solid grounding in networking (TCP/IP, DNS, VPN) and endpoint security
- Service mindset, clear communication and disciplined documentation
- Fluent French; professional English
Nice to have
- Experience with a managed service provider (MSP)
- Microsoft, ITIL or equivalent certification
- Hands-on use of a ticketing system and a remote monitoring solution
- Experience supporting users in another time zone