Senior Service Desk Engineer (2-5 yrs)

We are looking for a Service Desk Technician for one of our clients.

Your job scope is as follows :

- Provide advanced-level technical support to end-users via phone, email, and in-person.

- Assess and qualify the request.

- Diagnose and troubleshoot hardware, software, and network issues.

- Assist with the installation, configuration, and maintenance of computer systems and peripherals.

- Process and execute demands/resolve incidents following existing procedures.

- Record, track, and document incidents/service requests using the ticketing system.

- Ensure timely resolution of incidents in accordance with service level agreements (SLAs).

- Escalate critical issues to senior technicians or other appropriate teams when necessary.

- Provide adapted response to user demand and needs.

- Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly.

- Communicate effectively with users to understand their technical issues and provide clear instructions and solutions.

- Follow up with users to ensure issues are resolved to their satisfaction.

- Participate in the team's skills development and knowledge management.

- Share your knowledge with the rest of the team.

- Participate in the integration of newcomers or junior technician.

- Contribute to the capitalization of knowledge by writing knowledge sheets, technical notes or procedures.

- Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes.

Skills and Requirements :

- Minimum of 2-5 years of experience in a technical support or service desk role.

- Proven experience in resolving complex technical issues and providing mentorship to junior staff.

- In-depth understanding of computer hardware, software, and networking concepts.

- Proficiency with Windows and/or Mac operating systems.

- Knowledge of common office software applications (i.e., Microsoft Office Suite).

- Experience with ITSM tools and ticketing systems (ServiceNow or others).

Soft Skills :

- Strong problem-solving and analytical skills.

- Excellent verbal and written communication skills.

- Customer-oriented with a friendly and patient demeanor.

- Leadership abilities and a collaborative team player.

- Certifications : ITIL Foundation or other relevant certifications are a plus.