IT Service Desk Engineer

Aceto

Lyon

Actylis is a global solutions provider with over 75 years of experience, specializing in streamlining the management of critical ingredients and raw materials for our business partners.

We offer both sourcing and manufacturing solutions tailored to meet diverse and evolving needs, ensuring a reliable, agile, and secure supply network. Our commitment to customization allows us to create flexible solutions, whether it's a unique specification, custom packaging, or tailored logistics strategies.

With deep expertise in quality and regulatory compliance, sourcing and logistics management, analytical services, and R&D support, we reduce complexities and mitigate risks, empowering our partners to focus on growing their business.

In furtherance of that goal, Actylis is seeking new members of the team. This expansion, coupled with a comprehensive benefits package, and opportunities for challenge and growth, make Actylis the ideal place to work and thrive. We hope you'll consider joining us!

Overview

12 Month Fixed Term Contract

Position Summary

The Service Desk Engineer is responsible for providing first-line technical support to end-users, ensuring timely resolution of IT-related issues, and maintaining high levels of customer satisfaction. This role involves troubleshooting hardware, software, networks, and Microsoft 365 (O365) environments escalating complex issues when necessary, and documenting solutions for future reference.

Responsibilities will include:

Technical Support:

Provide Tier 1-2 support for Microsoft 365 (O365) applications (Outlook, Teams, SharePoint, OneDrive, Exchange Online).
Support Microsoft Office 365, Active Directory, VPN, and other business applications.
Manage O365 user accounts, distribution lists, and shared mailboxes.
Assist with SharePoint/OneDrive file access and permissions.
Troubleshoot Teams meeting setup, call quality, and collaboration issues.
Guide users on O365 best practices (e.g., Outlook rules, Teams integrations).
Assist with Azure AD user management, password resets, and MFA configurations.
Provide first-level contact and problem resolution for users with hardware, software, and application issues.
Diagnose and troubleshoot technical issues, including desktops, laptops, printers, mobile devices, and basic network problems.
Install, configure, and maintain end-user devices and software applications.

Responsibilities Cont.

Incident & Request Management:

Log, track, and resolve incidents and service requests using a ticketing system
Escalate unresolved issues to higher-level support teams while maintaining ownership until resolution.
Follow ITIL best practices for incident, problem, and change management.

Customer Service & Communication:

Deliver excellent customer service by responding promptly and professionally to user inquiries.
Communicate technical solutions in a clear and understandable manner to non-technical users.
Provide remote support via phone, email, chat, or remote desktop tools.

Responsibilities Cont.

Documentation & Knowledge Sharing:

Maintain accurate records of issues, resolutions, and troubleshooting steps in the knowledge base.
Contribute to improving IT support processes and documentation.
Assist in training end-users on basic IT functions and best practices.

System Monitoring & Maintenance:

Perform routine checks on IT systems and report anomalies.
Assist in deploying patches, updates, and system upgrades.
Support basic network troubleshooting (LAN/Wi-Fi connectivity, DNS, DHCP).

Required Experience & Knowledge

Education

BSc/BA in IT, Computer Science or relevant field (Relevant to Europe)

Experience

2-4 years of experience in a service desk, helpdesk, or technical support role.
Certifications such as ITIL, CompTIA A+, Microsoft Modern Desktop Administrator, or similar are a plus

Functional/Technical Competencies & Skillsets

Proficiency in Windows OS troubleshooting.
Basic knowledge of Active Directory, Office 365, and ticketing systems.
Understanding of networking fundamentals (TCP/IP, DNS, VPN).
Familiarity with remote support tools (TeamViewer, Any Desk, RDP).

Strong problem-solving and analytical abilities.
Excellent communication and interpersonal skills.
Ability to work under pressure and prioritize tasks.
Customer-focused with a patient and empathetic approach.

Behavioural Competencies

Customer intimacy: Ability to understand what value your customer wants and how you can deliver it.
Simplify & Act with urgency: Critique existing practices / systems for ease of implementation and be responsive.
Global mindset: Individual qualities, communication skills, and actionable knowledge that influences multicultural individuals, groups, and organizations.
Act as owner: Demonstrate ownership of resources and decisions, be empowered to drive business outcomes.
Adapt to change: Comfort of working in ambiguous and rapidly changing work

environment, displaying willingness and positive attitude

Supervisory Responsibilities

None

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