Description
Mission
Within the IT team, the User Support Technician provides on-site assistance to bank employees. They ensure the proper functioning of workstations, IT equipment, and office tools while respecting the security and confidentiality requirements specific to the banking sector.
Main Responsibilities
- Provide level 1 and 2 support to on-site users.
- Diagnose and resolve hardware, software, and network incidents.
- Install, configure, and maintain workstations, laptops, mobile phones, and peripherals.
- Manage requests and incidents via the ticketing tool.
- Follow up on tickets until their complete resolution.
- Carry out deployment, replacement, and renewal operations of IT equipment.
- Participate in user account management (Active Directory, access rights, passwords).
- Support users in the use of IT tools and business applications.
- Collaborate with infrastructure, network, security, and application teams.
- Keep technical documentation and procedures up to date.
- Comply with the security, compliance, and confidentiality standards of the banking sector.
Profile Sought
Education
- Degree obtained in the field of IT or equivalent.
- ITIL, Microsoft, or equivalent certifications appreciated.
Experience
- 1 to 2 years of experience in on-site IT support.
- Experience in a banking or financial environment is an asset.
Technical Skills
- Windows 10/11.
- Microsoft 365 (Outlook, Teams, Office).
- Active Directory, Azure AD.
- Ticketing tools (ServiceNow, Jira Service Management, Remedy, etc.).
- Workstation management and deployment.
- Network basics: TCP/IP, VPN, Wi-Fi, DNS, DHCP.
- Support for mobile devices (iPhone, Android).
- Knowledge of ITIL best practices.
Personal Skills
- Excellent customer service sense.
- Good communication skills.
- Analytical and problem-solving mindset.
- Rigour, discretion, and respect for confidentiality.
- Ability to work in a demanding and regulated environment.
Languages
- French: fluent.
- English: professional (minimum B2).
- Any other language is an advantage.