Helpdesk Support Engineer FR/EN

Job descriptionAs our IT Support Engineer, your responsibilities will include:
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the 2nd line support
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Ownership for the client relationship: you are recognized by the client as a business partner, from whom to seek advise
Remaining up to date with technology evolutions and making sure your knowledge remains ahead of the curve
Gain experience, become an expert in your field and guide your colleagues with their complex technical questions
Be part of our 24×7 support team

ProfileYou have a bachelor degree in IT or you have an equivalent experience
You have good communication skills in English and French 
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software 
Methodical, organized and client oriented
Work in a team as well as independently
Take the client’s needs into consideration and you are a good communicator
You are skilled in creating and enhancing high quality rated as-build documentation, implementation procedures and processes.
A real problem solver and you have an eye for details
Stress resistant and you are not afraid of a fast-paced environment.
Organisation and department description My client is a consultancy company with 50 employees, to grow up their IT Team, they are looking for an IT Support FR/EN.OfferPermanent contract, with a competitive salary and extra-benefits. We offer you a dynamic work environment with smart colleagues in a growing company and clients with exciting challenges. Our management team encourages individual growth and will give you the opportunity to be and develop yourself.