- Company Name
- Fédération Française de la Retraite Sportive
- Job Title
- Technicien Informatique Polyvalent (F/H)
- Job Description
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Job Title: Multi‑Functional IT Technician (F/M)
Role Summary:
Provide 1st and 2nd level support for user accounts, hardware, software, network, and security incidents via ticketing systems. Escalate to Level 3 when required. Assist with deployment and testing of new services, notably Salesforce‑based tools. Document procedures, maintain security monitoring, conduct user training, and ensure compliance with data protection regulations.
Expectations:
- 1–3 years of IT support experience, preferably in a multi‑site or organization setting.
- Familiarity with associate or volunteer work environments.
- Experience teaching or supporting senior users is considered an asset.
Key Responsibilities:
- Create, modify, delete user accounts in Active Directory, Salesforce, and other platforms.
- Resolve hardware, software, network, and security incidents using ticketing or direct assistance.
- Escalate unresolved issues to Level 3 or developers.
- Participate in the set‑up, testing, and rollout of new tools and services.
- Configure and manage Salesforce ticketing system, assign tickets by topic.
- Write technical procedures, quick‑reference guides, and user manuals.
- Perform validation and performance testing before deployment.
- Monitor security systems, identify vulnerabilities, and apply patches or recommend fixes.
- Educate users on cybersecurity best practices.
- Respond to security alerts, analyze logs, and contribute to incident resolution.
- Support compliance with GDPR, NIS2, and internal policies.
Required Skills:
- Knowledge of Salesforce or another CRM platform.
- Experience with ticketing tools (e.g., Jira ServiceDesk, ServiceNow).
- Proficiency in SQL.
- Complete proficiency with Microsoft 365; Azure experience a plus.
- Understanding of cybersecurity tools and protocols.
- Familiarity with support protocols and SLAs.
- Strong written and verbal communication skills.
- Curiosity, customer‑service orientation, teaching ability, teamwork, autonomy, and rigor.
Required Education & Certifications:
- Bachelor’s or Associate’s degree (Bac + 2/3) in Computer Science, Information Technology, or Cybersecurity.
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