MISSION

Inetum is seeking a highly skilled and experienced 2nd Level Support Technician to join our dynamic team. The ideal candidate will have experience in a similar role, specifically in IT Operations, IT Service Delivery, or Service Desk departments, with a proven track record of providing technical support.

TECHNICAL SKILLS:

• IT Service Management methodology is required (an ITIL certification is a plus).
• Advanced knowledge of MS 365 suite, Windows 11, Autopilot, MS Teams & SharePoint is required.
• Advanced end-user workplace troubleshooting skills are required (MS PowerShell knowledge is a plus).
• Experience with ITSM tools, such as ServiceNow, is required.
• Project Management methodology is desired (PMI or similar).

• Perform 2nd Level Support: Responsible for resolving complex technical issues escalated from the first level support team, including troubleshooting, diagnosing, and resolving technical problems related to our workplace environment.
• Support Projects: Collaborate with the Project Manager on various technical activities related to workplace projects, providing technical expertise, ensuring project requirements are met, and assisting with project implementation.
• Incident, Problem, and Change Management: Manage incidents and service requests, identify problems, and implement appropriate solutions, ensuring minimal disruption to our workplace environment.
• Ensure Quality of Service: Support the delivery of annual IT satisfaction surveys, analyze survey results, and implement necessary improvements to enhance service quality.
• Processes: Responsible for drafting and maintaining our Target Operating Model to ensure alignment with the Group’s standards.
• IT Asset Management: Support effective management of IT assets, including hardware and software inventory, lifecycle management, and disposal.
• IT Security: Ensure the security of IT assets by implementing and maintaining security protocols and procedures.
• HW Lifecycle: Manage the hardware lifecycle, including procurement, deployment, maintenance, and disposal, to ensure optimal performance and cost-effectiveness.