IT Support Analyst (M/F)

JOB OBJECTIVE

The objective of the IT Support Analyst position is to provide IT technical support to our network of sushi kiosks in Europe and South America.

You will be a key member of the team, ensuring our partners have the tools and assistance necessary for the smooth running of their daily operations, with a particular focus on the maintenance of kiosk printers, tablets, and our software. You will report to the Partner IT Support Manager.

WHY JOIN US

This is an excellent opportunity to take on challenges in a dynamic and constantly evolving IT environment, while developing your expertise within the company.

You will work with and support our partners while being in contact with colleagues from all over the world, allowing you to discover new cultures and different working methods.

YOUR MISSIONS

• Provide technical IT support oriented towards customer service, via telephone, email, and our ticket management system.
• Take charge of helpdesk management and ensure that all incidents are recorded, tracked, and resolved.
• Represent the IT department and strengthen partner confidence in the IT team's expertise.
• Provide support and troubleshooting for various equipment: tablets, label printers, routers, and digital displays.
• Provide application support for third-party software and the company's proprietary software.
• Manage the sending and return of IT equipment while limiting costs and asset loss.
• Ensure the monitoring of the IT equipment lifecycle and organize their renewal when they reach end-of-life.
• Actively participate in IT projects as well as the development of new services and products integrated into the service catalog.
• Proactively identify opportunities for service improvement, enrich troubleshooting procedures, and reduce inefficiencies.
• Participate in the creation and delivery of training on equipment installation and use.

REQUIRED PROFILE

You are naturally problem-solving oriented and enjoy the challenges related to troubleshooting. You possess excellent interpersonal skills and a strong sense of customer service. You know how to clearly explain technical concepts to non-technical people. You are motivated, autonomous, and able to manage your priorities. You have a strong desire to learn new technologies and skills. You are comfortable communicating in English. You have experience using Microsoft 365.

Desired (but not mandatory)

• Similar experience in a technical support role
• Language skills in French and/or Mandarin.
• Experience with ITSM tools such as ServiceNow.
• AI skills
• Experience using artificial intelligence-based tools and technologies to improve productivity, efficiency, decision-making, and problem-solving.
• Ability to use AI responsibly and leverage new technologies to improve working methods.