Service Desk Senior Engineer-Service Support

Sopra Steria is seeking a Service Desk Senior Engineer-Service Support to provide support on the first line of the Global Shared Service Desk & Monitoring to multiple external customers, assisting users with hardware, application, and software problems.

Requirements

• Working knowledge of Operating Systems (Windows 10 & Windows 11), MS Office, Outlook, MS Teams, Azure AD, on-prem Active Directory, M365, Defender, VPN, ServiceNow, internally used applications, etc.
• Excellent communication skills in French and English (written & verbal)
• Knowledge of the ITIL framework and practices
• Ability to work under pressure and manage tight deadlines or unexpected changes in expectations or requirements
• Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS Teams
• Knowledge of computers, IT infrastructure, Printers, MS Office products, networks, servers, etc., and their components
• Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
• Experience in handling international (European & US, and Asia Pacific Geographics) clients
• Tracking and documenting any changes made to the KB article and creating of KB article
• Handling checks and reports that should be sent to clients
• Ability to work a flexible schedule outside of typical business hours

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance