Groupe Interway

IT Support

• Troubleshooting
• Diagnose IT malfunctions (hardware or software) remotely using defined procedures and internal tools (Document Management System - DMS).
• Identify the resources required to resolve incidents.
• Perform remote troubleshooting on IT or office equipment fleets (hardware, software, networks, etc.).
• Guide users or take remote control to resolve technical issues.
• Adhere to quality, security, and timing requirements defined by Interway and its clients.
• Document each intervention: creation, tracking, escalation and closure of tickets according to established procedures.
• Operational Maintenance (MCO)
• Configure workstations according to user needs and perform functionality tests.
• Carry out software updates as part of hardware upgrades or at the client’s request.
• User Support
• Provide basic training to users to promote their autonomy.
• Offer instructional support during tool onboarding to help users get comfortable with their equipment.

Helpdesk Technician, Experienced

Manager

• Provide first-level on-site support across the Workplace and Audiovisual scope, including: Tangram staff.
• Academy staff.
• Events.
• Be proficient in the Windows client environment.
• Provide assistance and troubleshooting for tablets and mobile devices.
• Support deployments and monitor newly implemented solutions.
• Deliver written and verbal training for all staff.
• Develop and update procedures.
• Create and track level 1 tickets.
• Participate in employee onboarding and offboarding.
• Manage first-level Audiovisual support (training will be provided by the site IT team), including: room preparation (network tests, Microsoft Teams, audio, video).

Assistant Manager, On-site Support

Support Engineer

• Technical onsite support
• Provide technical support for events
• Coordinate technical interventions with associated services
• Keep meeting rooms operational
• Install and maintain audiovisual equipment
• Assist VIP users
• Manage event room bookings
• Track inventory and ensure equipment replenishment
• Coordinate technical teams to resolve incidents
• Participate in continuous improvement projects
• Provide regular activity reporting

VIP Onsite Support Technician

• Diagnose, identify and resolve user requests
• Manage data flows: orders, backups, revenue, inventory
• Perform monitoring and supervision of data, servers, and infrastructure
• Ensure traceability of actions in ticketing tools
• Participate in deployment operations
• Provide technical support to users

Field IT Technician

• Receive user requests (by phone, e-mail).
• Analyze and document the customer's request.
• Perform an initial remote diagnosis.
• Qualify and resolve incidents by creating and tracking tickets to ensure their closure using our management tool.
• Assist users in the use of their equipment and business applications.

Helpdesk Technician, Experienced

Assistant Manager, On-site Support

VIP Onsite Support Technician

Field IT Technician

IT Support Technician