IT Support Engineer - L1/L2

Job Description

Reporting to the IT Manager, you will join an international IT Helpdesk team currently composed of members based in France and the United States, with ongoing expansion in India, Mumbai.

As an IT Support Technician N1/N2, you will be responsible for providing first and second-level technical support to end users worldwide. You will handle incidents and service requests, ensuring timely resolution and a high level of user satisfaction.

You will play a key role in maintaining the quality of IT services by resolving issues efficiently, escalating when necessary, and contributing to continuous improvement of support processes.

Key Responsibilities

Operational Support

• Provide Level 1 and Level 2 support to end users via ticketing system, phone, Teams, or on-site.

• Diagnose and resolve hardware, software, and network-related incidents.

• Manage user requests including account creation, access rights, and software installation.

• Escalate complex issues to higher support levels when necessary.

• Ensure proper documentation of incidents and resolutions.

User Support & Experience

• Assist users with day-to-day IT issues, ensuring a high level of customer satisfaction.

• Provide support to VIP users when required, maintaining professionalism and responsiveness.

• Guide users in best practices and usage of IT tools.

Device & Environment Management

• Prepare, configure, and deploy workstations (Windows / Mac).

• Manage IT equipment lifecycle (installation, maintenance, replacement).

• Support mobile device management solutions (Intune, Kandji).

• Ensure proper inventory and asset tracking.

Process & Knowledge Management

• Document procedures and contribute to the knowledge base.

• Follow ITSM best practices and ensure SLA compliance.

• Suggest improvements to enhance support efficiency and user experience.

Collaboration & Communication

• Collaborate with international IT teams.

• Communicate clearly with users and stakeholders regarding incident status.

• Participate in team meetings and knowledge sharing sessions.

Work Schedule

This role requires working in a 24x7 rotational shift environment to support global time zones and international users.

Qualifications

Education & Experience

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

• 2–5 years of experience in IT support (Level 1 and/or Level 2).

• Experience in an international environment is a plus.

Technical Skills

• Good knowledge of Microsoft 365 environment.

• Familiarity with Entra ID (Azure AD).

• Experience with Intune and Kandji is a plus.

• Strong understanding of Windows and Mac operating systems.

• Basic knowledge of networks and IT infrastructure.

• Experience with ticketing systems.

Soft Skills

• Strong communication and interpersonal skills.

• Customer-oriented mindset.

• Ability to prioritize and manage multiple tasks.

• Team player with a proactive attitude.

• Willingness to learn and improve continuously.

Languages

• Fluent English (spoken and written) is mandatory.

• French is a plus.

Additional Information

Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.