Level 1 IT Support Technician

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🕒 January 20

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Ozitem

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1990

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Ozitem is an IT services and consulting company dedicated to making innovation a core element of daily operations for its clients. With a strong focus on a digital-first culture, Ozitem leverages a start-up spirit alongside agile solutions developed by a skilled team of 370 experts. The company offers a wide range of services, including SaaS, cloud computing, infrastructure management, and digital security, ensuring that customers can concentrate on their main business in an increasingly digital world. Headquartered in Levallois-Perret, Ozitem is a significant player in the ESN market with an expanding international presence.

📋 Description

• Provide Level 1 user support, primarily by phone, in a high-volume environment. • Handle requests related to a new authentication application: assist with ordering and tracking authentication keys. • Support users through their first login (passwords, access, verifications). • Receive, qualify and process requests through multiple channels: phone, email and tickets. • Create, update and follow up on tickets in the ticketing system. • Perform remote diagnostics on Windows and macOS environments. • Use remote control tools to assist users. • Escalate incidents to Level 2 when necessary, providing clear and complete tickets. • Strictly follow established procedures and guidelines.

🎯 Requirements

• Level 1 IT Support Technician with prior experience in remote user support. • Comfortable with Windows and macOS environments. • Proficient with a ticketing system (ideally Zendesk) and remote control tools (e.g., TeamViewer). • Excellent spoken and written French. • Strong customer-service orientation, patience and the ability to handle VIP users. • Ability to diagnose issues effectively remotely and to structure information for escalation. • Autonomous, detail-oriented and responsive.

🏖️ Benefits

• Works council (CSE) • Meal vouchers • 75% public transport contribution • RTT (additional time off) • Profit-sharing