Technician Helpdesk Senior

Summary

Join Believe, a leading digital music company, as a Level 2/3 Support Technician. Provide advanced technical support to end-users, resolving complex incidents and problems. Mentor and train Level 1 helpdesk technicians. Contribute to continuous service improvement by diagnosing and resolving technical issues, escalating unresolved problems, documenting solutions, managing service requests, and identifying recurring problems. You will also participate in performance evaluations and propose process improvements. The role requires expertise in operating systems, networking, and remote support tools, along with strong client orientation, teamwork, and problem-solving skills. A minimum of 5 years of helpdesk experience and a relevant IT diploma are required.

Requirements

• In-depth expertise in operating systems (Windows, macOS, Linux)
• Excellent knowledge of networks (TCP/IP, DNS, DHCP, VPN)
• Mastery of remote support and ticketing tools
• Good knowledge of IT security (antivirus, firewall, authentication)
• Experience with virtualized environments (VMware, Hyper-V)
• Client orientation: Ability to maintain a professional and empathetic attitude in all circumstances
• Rigor: Ensure accurate and organized follow-up of customer requests
• Team spirit: Collaborate effectively with other team members and relevant departments
• Proactivity: Anticipate customer needs and identify opportunities to improve processes
• Empathy: Listen to customers and understand their needs with kindness
• Adaptability: React effectively to unforeseen situations and adjust your approach according to requests
• Professionalism: Maintain a respectful and exemplary attitude in all circumstances
• Team spirit: Collaborate harmoniously with colleagues and share knowledge
• Resilience: Remain calm and composed in stressful situations
• Autonomy and speed of execution: Manage your time and priorities effectively to respond quickly to customer requests
• IT diploma (BTS, DUT, Licence) or equivalent experience
• Minimum of 5 years of experience as a helpdesk technician

Responsibilities

• Provide advanced technical support to end-users
• Resolve complex incidents and problems of level 2 and 3
• Supervise and train level 1 helpdesk technicians
• Contribute to the continuous improvement of the support service
• Diagnose and resolve complex technical incidents and problems (hardware, software, network)
• Escalate unresolved problems to the appropriate expert teams (system, network, development)
• Document solutions and procedures in the knowledge base
• Monitor tickets until their complete resolution
• Manage service requests (installation, configuration, deployment)
• Act as a mentor for level 1 technicians
• Provide technical assistance and ongoing training to the team
• Participate in the performance evaluation of level 1 technicians
• Identify recurring problems and propose permanent solutions
• Participate in the root cause analysis of major incidents
• Contribute to the implementation of preventive measures
• Propose improvements to support processes and tools
• Participate in service improvement projects (automation, documentation, etc.)
• Keep abreast of new technologies and best practices

Preferred Qualifications

• Knowledge of cloud services (Microsoft 365, Azure)
• Relevant technical certifications (ITIL, Microsoft, jamf)
• Mastery of English is essential, mastery of another language such as German, Spanish or Mandarin would be an asset

Benefits

• Tailor-made training and coaching program
• Remote working policy
• A wellness program "Pauses" with many activities and animations in-house
• Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist
• A healthy and eco-responsible company restaurant
• Individual or family health insurance
• CSE benefits
• A rooftop
• A gym with free classes
• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet
• Implementation of the sustainable mobility package “Forfait mobilité durable” => Reimbursement of up to 600€ for public transport/low carbon footprint
• 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)