IT VIP Support

About the role

We are looking for an IT VIP Support professional to join our team as a service‑desk agent, incident analyst and first‑line problem solver. You will provide fast, reliable assistance to end‑users, both remotely and on‑site, ensuring high first‑call resolution rates.

Key responsibilities

• Analyse and resolve IT incidents and service requests efficiently.
• Prioritise and handle first‑ and second‑line support interactions.
• Record, track and maintain accurate documentation in ticketing systems.
• Deliver 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.

Required skills

• Good understanding of basic networking concepts.
• Experience with ticketing systems such as ServiceNow.
• Strong knowledge of Microsoft Office tools.
• Experience supporting Windows environments and end‑user devices.