- Company Name
- ATG Europe
- Job Title
- IT Support Technician
- Job Description
-
**Job Title:** IT Support Technician
**Role Summary:**
Provide first‑ and second‑line technical support for Windows and macOS devices, managing incident lifecycle, deploying new workstations, maintaining the knowledge base, and troubleshooting network, printing, and mobile device issues in an onsite, secure environment.
**Expectations:**
* Fulfil onsite support duties with reliable availability, including occasional after‑hours coverage to meet operational requirements.
* Adhere to predefined SLAs for incident escalation, resolution, and customer communication.
* Maintain confidentiality and comply with mandatory security screening processes.
* Act as a trusted advisor to end‑users, delivering clear instructions and proactive assistance.
**Key Responsibilities:**
* Deliver user support for Windows and macOS endpoints, handling first and second‑line queries.
* Log, categorize, and follow up on user requests, ensuring timely closure.
* Plan, install, and configure new PCs/laptops, printers, and mobile devices, and perform replacements or upgrades.
* Maintain and update the Knowledge Base database, procedures, and working instructions.
* Provide guidance on corporate applications (SAP, Adobe, MS Office, encryption tools, O365).
* Perform inventory and asset management, generating reports as required.
* Communicate status updates and installation plans to end‑users.
* Perform other duties as assigned to support operational objectives.
**Required Skills:**
* Minimum 5 years of experience in IT support, including Windows and macOS environments.
* Proficiency in network troubleshooting (LAN, Wi‑Fi), local printing, and mobile device support.
* Experience with client applications such as SAP, Adobe, MS Office, encryption solutions, and O365.
* Strong problem‑solving, logical reasoning, and continuous learning mindset.
* Excellent verbal and written communication in English and French.
* Proactive, customer‑focused attitude with strong listening and interpersonal skills.
* Ability to work independently and collaboratively within a team.
* Flexibility to accommodate operational demand and occasional extended hours.
* Eligible to work in the EU.
**Required Education & Certifications:**
* Vocational training in Information Technology or a related discipline.
* Bachelor’s degree in Information Technology or similar subject is a strong asset.