Délégation à la Recherche Clinique et à l'Innovation - GHT Var

Support Engineer

• Provide Level 0 and Level 1 user support for Hyères Hospital
• Take overall ownership of user requests
• Receive requests by phone, portal, email, or ticketing system
• Systematically log requests to ensure traceability
• Qualify, prioritize, categorize, and document incidents and service requests
• Route requests to the appropriate teams when resolution exceeds Level 0 and Level 1 support
• Follow up with users through resolution, escalation, or closure
• Regularly inform users of the progress of their requests
• Provide first-level support for workstations, peripherals, printing, accounts, email, office applications, and collaboration tools
• Perform initial diagnostics on Windows 10 and 11, Microsoft 365, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint
• Apply procedures relating to access, passwords, permissions, printers, peripherals, and user requests
• Use remote maintenance and remote access tools when authorized
• Assist with equipment preparation, workstation installation, peripheral checks, and deployments
• Contribute to updating the knowledge base, quick-reference guides, and user documentation
• Report recurring incidents and contribute to continuous support improvement
• Occasionally participate in on-site support or deployments in Toulon and Hyères
• Contribute to monitoring support metrics
• Report activities to the service desk manager

Hospital IT Support Technician – Help Desk, User Support

Network Engineer

• Provide Level 0 and Level 1 hotline and service desk support for users at CHITS and CHH
• Take overall responsibility for user requests
• Systematically log requests in the ticketing system
• Qualify, prioritize, categorize, and document incidents and service requests
• Route requests to the appropriate teams when resolution exceeds Level 0 and Level 1 support
• Follow up with users through resolution, escalation, or closure
• Provide first-level support for workstations, peripherals, printing, accounts, email, office and collaboration tools
• Perform initial diagnostics on Windows 10 and 11, Microsoft 365, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint
• Apply procedures relating to access, passwords, permissions, printers, peripherals, and user requests
• Occasionally participate in the daily operation of user environments
• Prepare equipment, install workstations, check peripherals, and support deployments
• Document requests and actions completed for other information systems teams
• Update the knowledge base, quick-reference guides, and user documentation
• Monitor recurring incidents and user difficulties
• Participate in on-site support interventions at the Toulon and Hyères locations
• Contribute to monitoring support metrics, including ticket volume, response times, resolution times, and first-contact resolution rates
• Report activities to the service desk manager
• Contribute to the continuity of hospital operations and the quality of support services

Hospital IT Support Technician – Help Desk, User Support

Hospital IT Technician – Network and Telephony