TSG Group

IT Support Technician – Help Desk

TSG Group

full-time

Posted on:

Location Type: Office

Location: Le Plessis-Robinson • France

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About the role

  • Provide Level 1 and Level 2 remote support (telephone and remote maintenance) for proprietary software to end users.
  • Handle requests related to technical incident resolution, training needs, and analysis of specific cases.
  • Review the reported issue, establish a diagnosis, and carry out a detailed analysis.
  • Resolve issues remotely or dispatch an on-site technician when required.
  • Prepare reports documenting actions taken and, if necessary, actions to be taken (Level 3 escalation and intervention follow-up).
  • Actively contribute to the evolution of maintained systems through update campaigns.
  • Implement and execute update campaigns.
  • Maintain tracking tables/dashboards.
  • Client reporting.
  • Contribute technically and organizationally by using and enriching the knowledge base.
  • Keep the knowledge base up to date.
  • Escalate to management situations that may require the implementation of procedures.
  • Interact daily with internal operational teams (Maintenance Technicians, Technical Assistants, etc.).

Requirements

  • Associate degree (Bac+2) or equivalent in an IT-related field.
  • Previous experience as a support technician.
  • Good written communication skills.
  • Strong interpersonal skills and customer focus.
  • Punctuality and reliability.
  • Analytical and logical reasoning abilities.
  • Rigorous and well organized.
  • Team player.
Benefits
  • Internal onboarding, training, and integration provided.
  • 39 hours/week of effective work time – continuous service from Monday to Saturday; monthly schedule with rotating on-call duties on Sundays and public holidays.
  • 23 days of RTT (time off in lieu) per year.
  • Meal vouchers (Tickets-Restaurant) or access to a company canteen.
  • Complementary health insurance (mutuelle).
  • Telework agreement (1 day per week).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
remote supporttechnical incident resolutiondiagnosisissue resolutionreport preparationupdate campaignstracking tablesdashboardsknowledge base managementescalation procedures
Soft Skills
written communicationinterpersonal skillscustomer focuspunctualityreliabilityanalytical reasoninglogical reasoningorganizational skillsteam player
Certifications
Associate degree in IT