Level 1 IT Support Technician

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🕒 January 20

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Ozitem

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1990

Ozitem supports its customers so that innovation punctuates their daily lives. Our culture DIGITAL FIRST is ubiquitous thanks to: - the start-up spirit of our Innovation & Performance team, - the agility of the solutions developed by our engineers, - the expertise of our customer-driven sales success, - the requirement our quality department, & the collaboration of support functions that rely on flexible and effective methods. We are composed of 370 experts, women and men, working in the fields of IT and cloud infrastructure with a common goal: to allow our customers to stay focused on their core business in the digital world of today, tomorrow . The Ozitem group is a major player in the ESN market with a turnover of 37 million euros and its headquarters in Levallois-Perret. Present in Toulouse, Lyon and Ho Chi Minh City, the group is expanding its offer internationally. The talents of the computer of tomorrow have their place at Ozitem, if you want to become a player in the digital transformation, contact us!

📋 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