The IT Operations Specialist – Onsite Support is responsible for providing hands-on technical support and operational maintenance of end-user technology, workplace infrastructure, and collaboration systems within the Paris office.

This position serves as an onsite escalation point beyond the Level 1 Service Desk, independently troubleshooting and resolving hardware, software, connectivity, and conference room technology issues while supporting device deployments, lifecycle refreshes, and local technology initiatives.

The role collaborates with regional Operations, Service Desk, L3 Engineering, and Service Owners to ensure reliable technology services, maintain operational stability, and deliver excellent employee technology experience.

Key Responsibilities

• Provide onsite technical support for end-user hardware, software, peripherals, network connectivity, and workplace technology beyond Level 1 Service Desk support.
• Troubleshoot and resolve incidents and service requests involving Windows and macOS devices, Microsoft 365 applications, and enterprise end-user technology.
• Deploy, configure, maintain, refresh, and recover laptops and associated equipment throughout the device lifecycle process.
• Provide hands-on support for conference room audiovisual systems, video conferencing equipment, Microsoft Teams, Cisco, and unified communications technologies.
• Execute approved onsite technology upgrades, deployments, and operational initiatives in coordination with Engineering and Service Owners, following established procedures and change management processes.
• Perform initial troubleshooting of LAN, Wi-Fi, VPN, and other connectivity issues and coordination when escalation is required.
• Support Microsoft Intune and other endpoint management tools for device enrollment, configuration, application deployment, and troubleshooting.
• Maintain accurate hardware inventory, asset assignments, equipment lifecycle records, and device recovery documentation.
• Support employee onboarding, offboarding, office moves, and technology setup in coordination with HR, Facilities, and other business teams.
• Maintain accurate incident, request, and change records in ServiceNow, ensuring appropriate documentation, communication, escalation, and resolution.
• Meet established service level agreements (SLAs) and operational performance metrics, ensuring timely resolution of incidents and requests while maintaining service quality and customer satisfaction.
• Develop and maintain technical documentation, standard operating procedures, and knowledge articles to support consistent service delivery.
• Collaborate with Service Desk, regional Operations, Engineering, and business stakeholders to resolve technical issues, support technology changes, and improve operational processes.

Required Qualifications

• 3–5 years of experience in IT Operations, desktop support, onsite technical support, or a related end-user technology discipline.
• Hands-on experience troubleshooting Windows operating systems, Microsoft 365 applications, laptops, peripherals, and enterprise workplace technology.
• Experience deploying, configuring, troubleshooting, and supporting end-user devices in an enterprise environment.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN connectivity.
• Experience supporting conference room audiovisual equipment, video conferencing platforms, and unified communications technologies.
• Hands-on experience with Microsoft Intune for device enrollment, configuration, application deployment, compliance, and endpoint troubleshooting.
• Experience using IT Service Management platforms such as ServiceNow for incident, request, and change management.
• Strong technical troubleshooting, organizational, and problem-solving skills.
• Demonstrated ability to work independently, manage priorities, take ownership of technical issues, and follow through to resolution.
• Excellent customer service, interpersonal, and communication skills with the ability to collaborate across regional and global teams.
• Fluency in French and professional proficiency in English, both written and verbal, required.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) preferred at hire, with an expectation to obtain certification within 12 months of employment.
• ITIL Foundation certification or equivalent IT Service Management experience.
• Experience supporting macOS devices and Apple enterprise management technologies.
• Experience with Microsoft Teams Rooms, Webex, or other enterprise audiovisual and collaboration platforms.
• Familiarity with Active Directory, Microsoft Entra ID, and basic identity and access management activities.
• Experience supporting technology refresh projects, office deployments, and workplace technology improvements.