IT Technical Support Specialist

About the role

We are looking for an IT Technical Support Specialist to join our team as the first point of contact for users experiencing technical issues. The role combines service‑desk responsibilities with hands‑on problem solving, both remotely and on‑site.

Key responsibilities

• Act as a service‑desk agent, incident analyst, and first‑line problem solver.
• Analyse and resolve IT incidents and service requests efficiently.
• Prioritise and handle first‑ and second‑line support interactions to achieve high first‑call resolution rates.
• Record, track and maintain accurate documentation of incidents in the ticketing system.
• Provide remote and on‑site support, including PC setup, reconfiguration, installation and deployment.
• Contribute to the creation and improvement of operational support procedures.
• Write and maintain technical documentation and knowledge‑base articles.
• Participate in application testing and basic administration tasks.
• Collaborate with system and database administration teams to ensure smooth service delivery.

Required profile

• Minimum 3 years of experience in an IT support or service‑desk role.
• Fluent in French and English.
• ITIL v4 certification or willingness to obtain it before starting.
• Good understanding of basic networking concepts.

Required skills

• Experience with ticketing systems such as ServiceNow.
• Strong knowledge of Microsoft Office tools.
• Proficiency in supporting Windows environments and end‑user devices.