onsite
Technicien Support IT Service Desk - Strasbourg - Sword Technologies N.V./S.A.
Systems Engineer
Support technician role focused on Service Desk operations, handling Windows and Linux environments, troubleshooting network and application issues, and managing ticketing systems to deliver high‑quality IT support in a dynamic setting.
About the role
Key Responsibilities
- Provide first‑line support for end‑users via phone, email, and remote tools, diagnosing and resolving hardware, software, and network issues.
- Log, track, and prioritize incidents in the ticketing system, ensuring timely resolution and accurate documentation.
- Escalate complex problems to senior engineers, collaborating on root‑cause analysis and permanent fixes.
- Maintain and update knowledge base articles, user guides, and standard operating procedures.
- Participate in on‑call rotations and 24/7 support coverage as required.
Requirements
- Proven experience in IT support or Service Desk roles, preferably in a corporate environment.
- Strong knowledge of Windows and Linux operating systems, including installation, configuration, and troubleshooting.
- Familiarity with networking fundamentals (TCP/IP, DNS, VPN) and common networking equipment.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Management) and remote support tools.
- Excellent communication skills in French and English, with a customer‑centric attitude.