Support Engineer

Responsibilities

• Handle VIP calls and email requests
• Manage QM (Quality Manager) requests
• Analyze logs (operational, error, and payment logs)
• Review, validate, and publish Knowledge Management (KM) procedures
• Perform network and application functionality analysis
• Create and manage scripts and projects for desk tool improvement
• Support project managers and assist with national-scale projects
• Provide on-site intervention when necessary
• Remediate obsolete or incorrect scripts
• Provide IT training to teammates, supervisors, and managers
• Manage incidents, including national or global crises and restaurant-level incidents
• Handle N3 level incidents that the desk cannot resolve
• Produce incident analysis reports

Requirements

• At least 2 years of experience as a workstation engineer or Service Desk Technician
• Proficiency with Intune, SCCM, and ALTIRIS
• Curiosity and autonomy
• Ability to work on-site in Guyancourt if required

Benefits

• 50% health insurance coverage
• 50% reimbursement of transportation costs
• Restaurant vouchers (€9.50, 60% employer-funded)
• Referral bonuses up to €1,000
• Integration program (2 to 6 weeks)
• CSE cultural benefits
• Training institute for skill development

About the Company

HELPLINE specializes in user support outsourcing and implementing an augmented employee experience through AI, where human expertise and technology enrich each other. Part of the Everience group, HELPLINE serves over 200 clients with 2,500 employees.