IT Support Engineer
- Day-to-day support for IT systems, end user devices, computer networks and AV/Presentation devices
- Creating, processing, maintaining, and resolving tickets using Jira & Zendesk ticket management systems
- Provide initial investigation on all incidents, ensure they are resolved wherever possible and escalate them if necessary
- Imaging hardware using industry standard methods for MacOS and Windows devices
- Onboarding/Offboarding of Rakuten Employees across the EMEA region
- Install and perform repairs to hardware, software, or peripheral equipment
- Creating/Updating documentation for technical teams as well as to enable self sufficient support for end users
- Track stock levels of IT hardware and maintain the asset management system, liaising with procurement teams when required for new or replacement hardware
- BS/MS degree in Computer Science, Engineering, or related subject or 3+ years of relevant experience in the IT Support field
- In-depth, hands-on knowledge of and experience with desktop applications and hardware, including Windows and MacOS
- Working knowledge of MDM platforms including Intune and JAMF
- Ability and willingness to quickly learn new skills and technologies
- Ability to prioritise, multi-task and manage your own workload
- Proficiency with Office365
- Experience of supporting collaboration tools such as Zoom, Microsoft Teams and Slack
- Good knowledge of business operations
- Excellent oral and written communication skills
- Great customer service skills and ability to function as part of a team as well as working alone
- English at fluent level is mandatory
- French knowledge is a must
- Willingness to travel for business to international locations when required
- Ability to write easy to follow end user documentation plus critique and update existing documentation
- Experience working in an Active Directory environment
- Understanding of ITIL principles
- Annual bonus
- Stock-option
- Lunch vouchers
- Access to learning and career development resources
- Access to certifications and tech conferences
- Being part of multicultural teams with more than 20 nationalities
- 25 days' paid holiday + 12 days off (RTT)
- Office in Sentier neighbourhood
English (Overall - 3 - Advanced), French (Overall - 3 - Advanced)
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