Technicien Helpdesk Senior

Summary

Join Believe, a leading digital music company, as a Technical Support Specialist and provide advanced technical support to end users. You will troubleshoot complex level 2 and 3 incidents and problems, mentor and train level 1 helpdesk technicians, and contribute to continuous service improvement. This role requires expertise in operating systems, networking, remote support tools, and security, along with experience in virtualized environments and cloud services. Believe offers a comprehensive benefits package including tailored training, remote work policy, wellness programs, health insurance, and a variety of other perks.

Requirements

• In-depth expertise in operating systems (Windows, macOS, Linux)
• Excellent knowledge of networks (TCP/IP, DNS, DHCP, VPN)
• Mastery of remote support tools and ticket management tools
• Good knowledge of computer security (antivirus, firewall, authentication)
• Experience with virtualized environments (VMware, Hyper-V)
• Customer 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: Be attentive 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: Demonstrate calmness and composure in stressful situations
• Autonomy and speed of execution: Effectively manage your time and priorities to respond quickly to customer requests
• Degree in computer science (BTS, DUT, Bachelor's degree) or equivalent experience
• Minimum of 5 years of experience as a helpdesk technician

Responsibilities

• Provide advanced technical support to end users
• Resolve complex level 2 and 3 incidents and problems
• Mentor 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 issues to appropriate expert teams (system, network, development)
• Document solutions and procedures in the knowledge base
• Follow up on tickets until they are fully resolved
• 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.)
• Stay informed about new technologies and best practices

Preferred Qualifications

• Knowledge of cloud services (Microsoft 365, Azure) is a plus
• Relevant technical certifications (ITIL, Microsoft, jamf) are an asset
• 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)