Baudouin

Support Engineer

• Provide Level 1 and Level 2 technical support to end users.
• Handle support requests received through various communication channels.
• Diagnose and resolve hardware and software issues, including network connectivity, system errors, hardware failures, printers and VPN access.
• Assist with access-rights administration in Active Directory, Microsoft 365 and SharePoint.
• Log, track and document incidents and support requests in the ITSM system through resolution and closure.
• Keep users informed of progress in compliance with SLAs.
• Deploy system images using WDS.
• Prepare and configure computers, software, drivers, updates and patches.
• Assist users with printers, mobile phones and tablets.
• Perform preventive and corrective maintenance on IT equipment and coordinate external repairs when needed.
• Train users on applications, IT security best practices, and troubleshooting procedures.
• Maintain inventories of equipment, software licenses and consumables; track orders and deliveries.
• Participate in IT projects affecting support and user experience, including optimization of deployment processes and tools.
• Write and update support procedures, document recurring incident solutions, and create user guides.

IT Support Technician – Service Desk Technician