IT Support Technician (M/F)

Founded in 2010, Forward Global is a B Corp™ certified mission-driven company, bringing together the expertise of more than 400 Talents worldwide, working to reduce the digital, economic, and informational risks to which executives, companies, and institutions may be exposed on a local and international scale.

Our organization is structured around 3 strategic activities:

• Cybersecurity: security assessment, incident response, cyber threat anticipation.
• Economic risk management: market intelligence (country risk analysis, market access, geopolitical insights…), investigations in the context of M&A, pre-litigation and litigation, fight against illicit markets.
• Public relations: communication (strategic and financial, crisis, media relations), digital influence, public affairs, and ecosystem events (Cercle de Giverny, Forum InCyber, Vauban Sessions...).

As part of our growth, we are recruiting an IT Support Technician to strengthen our team. You will be responsible for the proper functioning of our working environment and will ensure the operational maintenance of our infrastructure. You will support our employees on a daily basis while actively participating in the evolution of our information systems.

Missions

Proximity Support and Helpdesk

• Provide level 1 and 2 Helpdesk support by handling requests received by email or via our ticketing tool (Halo ITSM).
• Address and resolve IT, hardware, and software incidents.
• Support users in resolving office automation issues in a mixed environment (Mac OS, Windows, Office 365, Google Workspace) and on business applications.
• Provide proximity support and specific management for Premium users (VIP), while being reactive and ensuring data confidentiality.
• Lead coaching and training workshops for users.
• Communicate proactively and ensure follow-up on resolutions with users until the ticket is closed.
• Effectively manage daily priorities.

System Administration, Back-Office, and Projects

• Manage the Apple fleet (enrollment, configuration, security) via JAMF.
• Perform back-office activities: masterization of Windows and Mac OS workstations, software installation, environment preparation.
• Manage resource onboarding and offboarding (user onboarding/offboarding and assignment of rights).
• Conduct activities related to internal IT projects: deployments, moves, and migrations.

Asset Management and Logistics

• Manage hardware flows: ins/outs, lifecycle, hardware repair…
• Install IT equipment, set up workstations, and equip meeting rooms.
• Ensure rigorous updating of the software and hardware repository for our IT park.

Continuous Improvement and Processes

• Write and maintain up-to-date IT documentation, procedures, and processes.
• Analyze and interpret activity indicators (KPI) to optimize internal service.

Your Profile

• You have a first successful experience in a similar position.
• You speak English fluently.
• You master Mac OS and Windows environments and tools, Google Workspace, Microsoft, Jamf Pro, Halo, ITSM, ABM.
• You are eager to ensure user satisfaction by providing irreproachable quality internal support.
• You handle emergency situations with calmness and professionalism.
• You know how to simplify and explain technical concepts in an understandable way.
• You know how to scrupulously respect technical and administrative processes (such as rigorous entry in the ticketing tool) related to the activity.
• You are particularly attentive to the needs and difficulties of employees in order to provide them with an appropriate response.

Position to be filled in Paris - 17 Avenue Hoche, 75008.

Frequent travel to be expected to our various agencies (France and international).

To learn more about Forward Global: https://forwardglobal.com

At Forward Global, all qualified applications are welcome. As an equal opportunity employer, the Group promotes diversity and inclusion within the work environment.