Job Title: Service Desk Engineer
We are seeking a highly skilled and motivated Service Desk Engineer to join our team.
Key Responsibilities
* Manage all incoming calls and tickets to the Service Desk support function;
* Categorize, prioritize, process tickets and coordinate with 2nd and 3rd level support;
* Install/Move/Add/Change IT devices for end-users (laptops, printers, mobile, videoconference);
* Advise users on the use of internal tools and software;
* Contribute to the continuous improvement of support processes;
* Maintain up-to-date technical documentation and troubleshooting procedures;
* Participate in IT-related projects;
* Adhere to all ITSM and security policies.
Requirements
* Technical degree in IT;
* At least 3 years of experience in a similar position;
* Good knowledge of operating systems (Windows, iOS), network environments, and device management platform (Intune);
* Familiar with IT hardware (PCs, printers, peripherals, etc) and IMAC operations;
* Skills in Identity Management (Active Directory, Entra ID) and the Microsoft 365 suite; Microsoft certification is an asset;
* Experience with ticket management and support tools;
* Familiar with ITIL framework, ITIL certification is an advantage;
* Strong communication skills and customer service-oriented;
* Autonomous, detail-oriented, and a team player;
* Fluent in French and English.