Posted 16 days ago
Description
Purpose
This role is responsible for addressing all IDEMIA IT related issues in accordance with the relevant service-level agreements and cooperating with technical teams to ensure customer satisfaction.
Key Missions
- Solves and documents Level 1 and Level 2 IT needs of users and productive operations associated with a ticket
- Supports the installation and maintenance of operating systems, software and applications within the right standards and processes
- Manages communication with internal and external customer from the point of raising request to the resolution in partnership with other departments
- Assists external providers or vendors during certain IT activities and ensures they work in compliance with the company standards
- Manages IT assets (computer and communications equipment, servers, and licenses)
- Manages and coordinates access to IT tools while ensuring compliance with security standards
- Gives support to the server infrastructure, virtualization, communications, and security to guarantee its availability
- Interacts with end users and supports on complex issues and tasks and troubleshooting, defining and documenting the working instructions and escalates requests to the right technical team
- Provides training to end users and transfers knowledge to other IT members,
- Proposes improvement ideas
- Works in full autonomy and reports to IT Lead or IT Manager
Profile & Other Information
- Experience administering Active Directory, Group Policy, DNS and user account management;
- Experience supporting the Microsoft 365 suite, including Outlook, Teams, OneDrive, and SharePoint;
- Experience working with IT Service Management (ITSM) tools, preferably Jira Service Management;
- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switches, and firewalls;
- Knowledge of VPN technologies and remote connectivity troubleshooting;
- Experience supporting enterprise printer services and print management;
- Experience with telephony systems, including user administration and basic troubleshooting;
- Experience using enterprise backup solutions, preferably Veeam Backup & Replication;
- Knowledge of virtualisation technologies, preferably VMware vSphere/ESXi.
- Microsoft Certified Desktop Support Technician (MCDST), Microsoft Endpoint Administrator Associate, or equivalent Microsoft certification;
- Experience with Microsoft Configuration Manager (SCCM/MECM) for operating system deployment, software distribution, and endpoint management;
- Experience supporting endpoint security platforms such as Cortex XDR or similar enterprise security solutions;
- Experience working within ITIL service management processes;
- Exposure to infrastructure monitoring tools such as Centreon;
- Experience supporting Windows Server environments, desktops and laptops;
- PowerShell scripting knowledge to automate routine administrative tasks;
- Understanding of information security best practices and standards.
