IT Support Engineer

Purpose

This role is responsible for addressing all IDEMIA IT related issues in accordance with the relevant service-level agreements and cooperating with technical teams to ensure customer satisfaction.

• Solves and documents Level 1 and Level 2 IT needs of users and productive operations associated with a ticket
• Supports the installation and maintenance of operating systems, software and applications within the right standards and processes
• Manages communication with internal and external customer from the point of raising request to the resolution in partnership with other departments
• Assists external providers or vendors during certain IT activities and ensures they work in compliance with the company standards
• Manages IT assets (computer and communications equipment, servers, and licenses)
• Manages and coordinates access to IT tools while ensuring compliance with security standards
• Gives support to the server infrastructure, virtualization, communications, and security to guarantee its availability
• Interacts with end users and supports on complex issues and tasks and troubleshooting, defining and documenting the working instructions and escalates requests to the right technical team
• Provides training to end users and transfers knowledge to other IT members,
• Proposes improvement ideas
• Works in full autonomy and reports to IT Lead or IT Manager

• Experience administering Active Directory, Group Policy, DNS and user account management;
• Experience supporting the Microsoft 365 suite, including Outlook, Teams, One Drive, and SharePoint;
• Experience working with IT Service Management (ITSM) tools, preferably Jira Service Management;
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switches, and firewalls;
• Knowledge of VPN technologies and remote connectivity troubleshooting;
• Experience supporting enterprise printer services and print management;
• Experience with telephony systems, including user administration and basic troubleshooting;
• Experience using enterprise backup solutions, preferably Veeam Backup & Replication;
• Knowledge of virtualisation technologies, preferably VMware vSphere/ESXi.
• Microsoft Certified Desktop Support Technician (MCDST), Microsoft Endpoint Administrator Associate, or equivalent Microsoft certification;
• Experience with Microsoft Configuration Manager (SCCM/MECM) for operating system deployment, software distribution, and endpoint management;
• Experience supporting endpoint security platforms such as Cortex XDR or similar enterprise security solutions;
• Experience working within ITIL service management processes;
• Exposure to infrastructure monitoring tools such as Centreon;
• Experience supporting Windows Server environments, desktops and laptops;
• Power Shell scripting knowledge to automate routine administrative tasks;
• Understanding of information security best practices and standards.