IT Executive Helpdesk Technician

About Sonepar

Sonepar is an independent family-owned company standing as the world leader in B-to-B distribution of electrical equipment, solutions, and services . In 2024, Sonepar achieved sales of €32.5 billion. Present in 40 countries with a dense network of brands, the Group is leading an ambitious transformation to make its customers’ lives easier providing them with an omnichannel experience and sustainable solutions in the building, industry, and energy markets. 

Sonepar’s 46 000 associates are committed to accelerating the world’s electrification and driven by a shared Purpose: Powering Progress for Future Generations.

How will you shape our tomorrow

The executive support service is responsible for providing a comprehensive end-to-end solution for any requests or issues raised by the management team and executive staff. The VIP technician ensures that all requests are recorded, processed, and followed up with a level of service tailored to the specific needs of the target audience. They ensure compliance with procedures and all actions necessary for the success of the mission and service.

The executive support service is responsible for providing a comprehensive end-to-end solution for any requests or issues raised by the management team and executive staff. The VIP technician ensures that all requests are recorded, processed, and followed up with a level of service tailored to the specific needs of the target audience. They ensure compliance with procedures and all actions necessary for the success of the mission and service.

The VIP technician will be:

· The primary contact for receiving incidents and requests reported by members of senior management and their assistants.

· Responsible for processing and following up on all types of incidents and requests. They assign them to the resources capable of providing a solution and ensure follow-up.

· The main contributor to incident resolution, quality improvement, and service continuity.

· The guarantor of the team's spirit of excellence and will actively contribute to the continuous improvement of services.

· Available to assist management when requested.

Its main activities will be to:

Manage all requests received

• Taking calls from users.

• Recording reported incidents or malfunctions.

Processing or initiating the corresponding support actions:

• Diagnosis, identification, information, resolution, formulation.

• Alerting management to any incidents that are “out of the ordinary.”

Incident follow-up:

• Follows up on the processing of calls from senior management.

• Uses the incident database: follow-ups, consolidation, trend analysis.

• Issues requests for fundamental preventive actions.

• Monitors activity indicators.

Problem solving:

• Analyzes activity to identify areas for improvement in services and their availability.

• Analyzes root causes and provides sustainable solutions.

• Proactive and autonomous in carrying out identified actions.

IT equipment management:

• Prepare and install hardware and/or software for IT systems.

• Perform preventive maintenance.

• Carry out upgrades and updates.

• Secure workstations and data.

• Monitor and purchase equipment stock dedicated to VIPs.

Meeting room management:

• Monitor incidents and manage the service provider.

• Maintain equipment.

• Ensure user experience and documentation.

As a technician dedicated to senior management, you will be required to:

• Be the primary point of contact for directors and assistants.

• Listen actively, express and clearly formalize a point of view, share information.

• Explain a decision, point of view, or technical issue in a clear and accessible manner.

• Reformulate and explore the need in order to specify it and propose and implement an appropriate solution.

• Participate in projects to develop and implement new solutions.

• Coordinate with local IT teams during VIP travel.

• Liaise with suppliers and partners in the context of project and intervention monitoring.

Additional activities include:

• Drafting documentation for users.

• Building incident knowledge bases.

• Centralizing, analyzing, and communicating application improvement needs.

• Processing tickets in the same way as the rest of the Helpdesk team.

• Taking an educational approach and delivering training on collaboration and mobility tools and, more generally, on the tools and services available with the aim of improving the user experience.

PERFORMANCE INDICATORS:

The local support technician dedicated to senior management will be responsible for ensuring:

• Service level agreements (SLAs) defined with internal customers are met.

• First-level incidents are resolved within the allotted time frame.

• The number of preventive action recommendations adopted.

The experience you bring

•  +2years technical degree (DUT, BTS, etc.) in computer science.
•    Knowledge of ITIL standards: ITIL certification is a plus.
•    At least five years of professional experience in user support , including two years in a similar position in an international and VIP environment.

Fluent English and French.
•    Proficiency in office tools: Outlook, Teams, OneDrive, Windows 11.
•    Proficiency in the Apple environment (iOS, macOS, etc.).
•    Strong knowledge of the Microsoft environment (Office 365, Active Directory, Azure AD, Intune, etc.).
•    Proficiency in ITSM tools: ServiceNow preferred.
•    Experience in supporting and using videoconferencing: Microsoft Teams Rooms.
•    Manage users, groups, access, roles, and licenses.
•    Administer a desktop environment.

Interpersonal skills:
•    Excellent service and customer focus.
•    Very good interpersonal skills and active listening.
•    Curiosity, proactivity, innovation, and ability to come up with new ideas.
•    High degree of autonomy, very good organizational skills, and rigorous.
•    Ability to work in a team.

Work Mode & Location

On site (Paris 8ème)

Benefits that await you:

The role  - Your daily activities will be interesting, stimulating and varied... No two days are alike!

The organisation  - You'll be part of the Sonepar family and share the same values!

The culture  - You'll be working in an international environment.

The team  - Our dynamic, multidisciplinary, open-minded and talented team is eager to welcome additional skills to continue to meet the challenge.

75% reimbursement of your monthly or annual transport pass.

Swile Ticket restaurant card

Gym exclusively reserved for the company and made available to employees free of charge.

Sustainable mobility package

Health insurance & Welfare

 Employee Savings Plan & Profit Sharing Bonus.

Recruitment process

• Phone call with a Talent Aquisition Manager
• Interview with the Hiring manager 
• Final HR interview 

We are interested in knowing you more. Start an exciting new career and enjoy many employee benefits by applying online. Sonepar HQ is thankful for your interest in joining the team, only individuals selected for interview will be contacted.

More information on Sonepar:

Website:

Twitter: @sonepar

LinkedIn:

Check out Sonepar on Facebook!

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