IT Technician L1

Responsibilities

• Receive, qualify, and process requests and incidents via phone, chat, support forms, or physical IT Desk reception
• Qualify requests according to nomenclature
• Provide technical and functional assistance
• Resolve incidents following established procedures
• Provide predefined responses adapted to user needs
• Ensure follow-up on cases until resolution

Requirements

• Successful first experience in IT support or helpdesk
• Proficiency with Windows and Microsoft 365 environments
• Experience with ITSM ticketing tools
• Ability to diagnose and resolve first-level incidents
• Experience with user account management (Active Directory, Entra ID or equivalent)
• Knowledge of IT equipment (workstations, printers, peripherals, mobile terminals)
• Proficiency with remote desktop tools
• Fluent English is mandatory

About the Company

HELPLINE specializes in user support outsourcing and the implementation of an AI-augmented employee experience. Part of the Everience group, HELPLINE provides IT support, application support, and asset management to over 200 clients worldwide.