Support Engineer

• Provide first-level on-site support across the entire Workplace and Audiovisual scope
• Provide support for Tangram staff, academy staff, and events
• Assist with and troubleshoot tablets and mobile devices
• Support the deployment and follow-up of newly implemented solutions
• Deliver written and verbal training to all personnel
• Develop and update procedures
• Create and monitor the resolution of Level 1 tickets
• Participate in employee onboarding and offboarding
• Manage first-level audiovisual support
• Prepare rooms, including network, Microsoft Teams, audio, and video testing
• Provide control-room support when cohorts are on site, including first-level audio, video, and lighting support

Proximity Support Technician

• Provide first-level on-site support across the entire Workplace and Audiovisual scope
• Provide support for Tangram staff, academy staff, and events
• Assist with and troubleshoot tablets and mobile devices
• Support the deployment and follow-up of newly implemented solutions
• Deliver written and verbal training to all staff
• Develop and update procedures
• Create and monitor the handling of Level 1 tickets
• Participate in employee onboarding and offboarding
• Prepare rooms, including network, Microsoft Teams, audio, and video testing
• Provide control-room support when cohorts are on site, particularly for first-level audio, video, and lighting support
• Participate in an interview with a recruiter followed by an interview with the relevant department manager

• Conduct preventive visits to retail stores to verify that the IT infrastructure is operating properly
• Inspect equipment and identify any potential malfunctions
• Perform initial maintenance and first-level incident resolution activities
• Track completed interventions and escalate any issues to the manager
• Communicate directly with store managers to ensure the IT environment is functioning properly
• Work in a high-end international environment with stringent service quality requirements

IT Support Technician – Preventive Maintenance

• Receive user requests by phone and email
• Analyze and document customer requests
• Perform initial remote diagnostics
• Categorize and resolve incidents by creating and tracking tickets through closure in the ticketing system
• Assist users with the use of their equipment and business applications
• Complete an internal training program on tools and methodologies

IT Support Technician

• Handle an average of 7 to 8 complex cases per day by phone, email, or customer portal
• Diagnose and resolve complex incidents across retail store environments, databases, and applications
• Restart blocked checkout openings and correct major inventory discrepancies
• Monitor and analyze data flows synchronized 24/7 between stores, e-commerce, and loyalty systems
• Check connection logs and reprocess data in the event of anomalies
• Lead weekly knowledge-sharing sessions for Tier 1 Support
• Write procedure guides and expand the knowledge base
• Document recurring issues and complex bugs before escalation to R&D / Tier 3 Support
• Track cases in the Evanti ticketing system
• Maintain clear and reassuring communication with customers
• Act as the liaison between Tier 1 Support and the Tier 3 / R&D team
• Ensure business continuity for merchants using Ginkoia solutions

Support Technician, Tier 2

• Handle tickets escalated by Level 1 Support through the ticketing system
• Analyze and diagnose complex technical incidents involving workstations, applications, user accounts, access, and networks
• Resolve incidents remotely or on-site in accordance with established procedures and service-level targets
• Perform advanced support operations, including account and permissions management in Active Directory, workstation configuration, and software installation and configuration
• Escalate incidents requiring higher-level expertise to Level 3 teams or vendors, providing a complete analysis file
• Track tickets through to resolution and follow up with the relevant teams
• Keep users informed about the progress and resolution of their requests
• Identify recurring incidents and propose corrective actions
• Document completed actions and solutions provided in the ticketing system
• Support and assist Level 1 technicians
• Participate in IT infrastructure deployment, migration, and maintenance operations
• Ensure compliance with defined procedures and service levels
• Contribute to expanding the knowledge base and improving support procedures

Level 2 IT Support Technician

• Receive incoming tickets through the ticketing system
• Qualify and categorize requests and incidents
• Analyze issues encountered by users
• Provide first-level support and apply existing resolution procedures
• Identify incidents requiring higher-level intervention
• Escalate tickets to Level 2/Level 3 teams when necessary
• Track tickets through to resolution
• Follow up with the relevant teams when necessary
• Keep users informed of the progress and resolution of their requests
• Document completed actions and solutions provided in the ticketing system
• Ensure compliance with defined procedures and service levels
• Contribute to expanding the knowledge base and improving support procedures
• Join a dedicated team responsible for managing and monitoring user requests on highly technology-focused industrial projects

Level 1 IT Support Technician

• Provide user assistance, incident management, and maintenance of IT equipment
• Serve as the sole point of contact for VIPs and their assistants
• Prepare executive videoconferences
• Provide support to the relevant users
• Use and enhance the knowledge base
• Meet agreed service-level deadlines
• Track requests and incidents from start to finish
• Propose new ideas and solutions tailored to VIP usage needs
• Join the on-call rotation after six months in the role
• Work within the IT Production Department alongside dedicated VIP support teams serving the presidency and executive management

N3 On-Site Support Technician – VIP

• Provide first-level on-site support across the entire Workplace and Audiovisual scope
• Provide support to Tangram staff, academy staff, and events
• Assist with and troubleshoot tablets and mobile devices
• Support the deployment and monitor newly implemented solutions
• Deliver written and verbal training to all personnel
• Develop and update procedures
• Create and monitor the resolution of Level 1 tickets
• Participate in employee onboarding and offboarding
• Provide first-level audiovisual support
• Prepare meeting rooms: network, Microsoft Teams, audio, and video testing
• Provide control-room support when cohorts are on site: first-level audio, video, and lighting support

On-Site Support Technician

• Provide operational and technical support to all employees.
• Manage and maintain the IT infrastructure for 300 internal employees, including workstations, networking, telephony, and meeting rooms.
• Oversee and optimize onboarding and offboarding processes, including hardware management, preparation, and configuration.
• Manage equipment inventory and procurement, while optimizing costs.
• Configure and administer essential software and applications, including Primo, Okta, Google Workspace, Slack, Notion, and more.
• Manage access rights and privileges through automation, monitoring, and security reviews.
• Provide technical support to internal and external employees.
• Ensure the security of workstations, mobile phones, and software, web, and SaaS tools.
• Participate in the implementation, security, and optimization of IT networks.
• Administer and maintain UniFi networks, including routers, switches, Wi-Fi access points, VLANs, and more.
• Monitor technology developments and propose improvements or security initiatives, particularly regarding EDR and MFA.
• Participate in infrastructure and IT tool migration projects.
• Take ownership of the company’s AI tools and propose optimized IT workflows.
• Write and update technical documentation and internal procedures.
• Travel to En Voiture Simone sites will be required.
• Work under the supervision of the IT Manager.

Support Engineer jobs in France

Proximity Support Technician

Proximity Support Technician

IT Support Technician – Preventive Maintenance

IT Support Technician

Support Technician, Tier 2

Level 2 IT Support Technician

Level 1 IT Support Technician

N3 On-Site Support Technician – VIP

On-Site Support Technician

IT Support Engineer