SUPPORT TECHNICIAN (M/F)

Within the Research & Development department, the Support Technician provides level 2 technical support for the company's software solutions and hardware equipment, as well as those provided to our customers. They contribute to the installation and maintenance of IT platforms, analyze incidents reported by customers, collaborate with development teams for their resolution, and participate in the continuous improvement of products and technical documentation.

Main activities:

1. Technical support:

• Provide level 2 software and hardware support to customers.
• Record and track requests in the tracking tool.
• Diagnose, analyze, and reproduce anomalies.
• Write analysis reports for the development teams.
• Ensure incident follow-up and communication with customers until resolution.

1. Equipment installation and maintenance:

• Assemble, install, and configure workstations and servers.
• Perform follow-up on customer and supplier orders.

1. Documentation and continuous improvement:

• Write and update installation, assembly, and troubleshooting procedures.
• Participate in the enrichment of technical documentation.
• Contribute to the continuous improvement of products by sharing feedback from support.

Required skills and aptitudes:

Training / Experience:

• Bac +2 to Bac +3 training in IT (BTS SIO, BUT Informatique or equivalent).
• Initial experience in IT technical support is appreciated.

Required skills:

• Knowledge of Windows environments and workstation and server architecture.
• Mastery of hardware and software installation and configuration.
• Ability to analyze and diagnose technical incidents.
• Good practice with ticket management tools.
• Ability to write clear and structured technical documentation.
• Technical English (reading and writing).

Personal qualities:

• Analytical and problem-solving skills.
• Rigor, autonomy, and organization.
• Good interpersonal skills and customer service orientation.
• Team spirit and ability to work in collaboration with R&D teams.
• Technical curiosity and adaptability.