Description du poste
Responsabilités
Service Desk and User Support
Localisation
Provide first- and second-line support by telephone, service desk, remote-support tools and desk-side assistance across regional offices and remote locations.
Log, categorize, prioritize, diagnose, resolve and document incidents and service requests; escalate high-impact or unresolved issues appropriately.
Provide discreet, responsive support to Executive Management and communicate technical solutions clearly to non-technical users.
Create and maintain support documentation, knowledge articles, user guides and troubleshooting records.
Microsoft 365, Identity and Endpoints
Support Microsoft Teams, Exchange Online/Outlook, SharePoint Online, OneDrive and Microsoft 365 Apps.
Perform delegated Microsoft Entra ID and Active Directory administration, including account, password, group and access support under approved procedures.
Support device enrolment, configuration, compliance and application deployment through Microsoft Intune or the approved endpoint-management platform.
Build, deploy, maintain and securely retire Windows 11 computers, mobile devices and other approved endpoints; coordinate warranty and repair cases.
Ensure operating systems, applications, endpoint protection and encryption remain current and compliant.
Server, Linux and Infrastructure Support
Provide delegated operational support for Windows Server 2019/2022, including routine health checks, patching, monitoring, backups, and file and print services.
Support Ubuntu and Debian Linux servers through package updates, service checks, log review, storage monitoring, user access and documented troubleshooting.
Assist with virtual infrastructure, storage and backup platforms within assigned access and approved procedures.
Provide smart-hands support for regional server rooms, network equipment, rack-and-stack work, cabling, power checks and vendor-assisted maintenance.
Networks, FortiGate and Security
Support LAN, WAN, Wi-Fi, internet, DNS, DHCP and VPN services and coordinate escalation to service providers.
Provide delegated operational support for FortiGate firewalls and Fortinet services, including monitoring, VPN support, configuration-backup checks and change preparation. Production changes must follow approval and change control procedures....