IT Support Engineer

at  SYSTRA

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SYSTRA is one of the world’s leading engineering and consultancy groups specialising in public transport and sustainable mobility. With over 10,300 employees, SYSTRA’s mission is to design safe and sustainable transport solutions to bring people together, develop social inclusion and facilitate access to employment, education and leisure throughout the world.
For 65 years, the Group has been working alongside cities and regions to contribute to their development by creating, improving and modernising their infrastructure and transport systems, throughout the life cycle of their projects. SYSTRA is involved from the earliest stages of design through to the testing, deployment and maintenance phases. The company provides all its services in over 80 countries worldwide and generates 74% of its turnover internationally. With its new services, SYSTRA supports its clients and partners in their digital, ecological and energy transition, in order to invent the mobility of tomorrow.
Context:
IT Support Engineer will play a key role in supporting the day-to-day technical operations, ensuring that IT systems run smoothly and efficiently, and delivering high-quality support services to the company’s employees. This role requires a dynamic individual with excellent technical skills, a proactive attitude, and a service-oriented approach.

Missions/Main Duties:

• Provide first-line and second-line support to end-users for both hardware and software issues. This includes troubleshooting a wide range of systems such as laptops, desktops, operating systems, office applications, and network devices.
• Efficiently log, prioritize, and resolve service desk requests and incidents within agreed timelines. Ensure that users are updated on the status of their incidents, escalating more complex issues to the appropriate level when necessary.
• Monitor the health and performance of the company’s IT infrastructure (servers, network devices, and workstations) and perform regular checks to preemptively identify and resolve potential problems.
• Assist in managing Active Directory, user permissions, and access control, ensuring employees have the appropriate access to systems and resources. Handle user onboarding and offboarding in collaboration with HR.
• Install, configure, and maintain hardware (e.g., desktops, laptops, printers, scanners) and software (including operating systems and key business applications). Perform system upgrades and patches as necessary to ensure optimal performance.
• Support network-related issues (VPNs, Wi-Fi, LAN/WAN), ensuring users have reliable access to systems and services. Assist in maintaining the company’s internal network infrastructure, working with the network team when required.
• Maintain clear and up-to-date documentation for IT systems, procedures, and incident resolutions. Contribute to internal knowledge bases and user guides to help staff solve common issues independently.
• Provide end-user training and guidance on the effective use of IT systems, applications, and security practices. Act as a point of contact for IT-related queries and advice.
• Work closely with other IT team members (e.g., system administrators, network engineers) and external vendors to support IT infrastructure projects, resolve cross-departmental issues, and ensure efficient IT operations.

Profile/Skills:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., Microsoft Certified IT Professional, CompTIA A+, Cisco CCNA, ITIL) will be an advantage.
• Minimum of 5 years of hands-on IT support experience, preferably in a corporate environment. Experience with end-user support, hardware troubleshooting, and system administration is essential. Experience in a similar engineering or technical consultancy environment is a plus.
• Strong knowledge of IT systems, including Windows operating systems (Windows 10/11, Windows Server), Microsoft Office 365, and common enterprise applications.
• Familiarity with Active Directory, user and group management, and network protocols.
• Hands-on experience with troubleshooting hardware and software issues on desktops, laptops, and network devices.
• Proficient in managing endpoint security tools.
• Experience with cloud services (Microsoft 365, OneDrive, SharePoint) and mobile device management (MDM) tools.
• Strong analytical skills with the ability to resolve technical issues quickly and efficiently.
• Clear, concise, and effective communication skills in both written and verbal formats. Ability to explain complex technical information to non-technical users.
• Ability to work collaboratively within a team, share knowledge, and contribute to collective goals.
• Flexible and responsive to changes in IT needs and technology.
• Ability to work under pressure and manage multiple priorities in a deadline-driven environment.
• Enthusiasm for learning and staying up to date with emerging IT trends and technologies.
• Knowledge of ITIL processes for incident, change, and problem management is an advantage.

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Systra is an equal opportunities company; this position is open to all applicants

• Provide first-line and second-line support to end-users for both hardware and software issues. This includes troubleshooting a wide range of systems such as laptops, desktops, operating systems, office applications, and network devices.
• Efficiently log, prioritize, and resolve service desk requests and incidents within agreed timelines. Ensure that users are updated on the status of their incidents, escalating more complex issues to the appropriate level when necessary.
• Monitor the health and performance of the company’s IT infrastructure (servers, network devices, and workstations) and perform regular checks to preemptively identify and resolve potential problems.
• Assist in managing Active Directory, user permissions, and access control, ensuring employees have the appropriate access to systems and resources. Handle user onboarding and offboarding in collaboration with HR.
• Install, configure, and maintain hardware (e.g., desktops, laptops, printers, scanners) and software (including operating systems and key business applications). Perform system upgrades and patches as necessary to ensure optimal performance.
• Support network-related issues (VPNs, Wi-Fi, LAN/WAN), ensuring users have reliable access to systems and services. Assist in maintaining the company’s internal network infrastructure, working with the network team when required.
• Maintain clear and up-to-date documentation for IT systems, procedures, and incident resolutions. Contribute to internal knowledge bases and user guides to help staff solve common issues independently.
• Provide end-user training and guidance on the effective use of IT systems, applications, and security practices. Act as a point of contact for IT-related queries and advice.
• Work closely with other IT team members (e.g., system administrators, network engineers) and external vendors to support IT infrastructure projects, resolve cross-departmental issues, and ensure efficient IT operations