it support senior specialist

We are looking for an: IT Support Senior Specialist

Oversees the daily operations of the IT help desk team, ensuring efficient and effective technical support to users. This role involves supervising staff, managing service requests, resolving escalated issues, and continuously improving service quality to meet organizational needs.

The life of a IT Support Senior Specialist @LEROY MERLIN :

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• Track key performance metrics (KPIs), such as response time, resolution time, and customer satisfaction.
• Be an escalation point for complex technical issues that cannot be resolved by frontline support staff.
• Develop and maintain help desk documentation, procedures, and FAQs to improve efficiency.
• Communicate clearly and professionally with end-users at all levels of technical proficiency.
• Perform troubleshooting to diagnose and resolve functional problems (business issues with the business software) or technical ones (repair or replace parts, debugging etc.)
• Guide customers remotely and in person through systems configuration,troubleshooting, and maintenance
• Manage tickets queue,respect and improve the service level objectives of the team, and maintain the backlog of incidents at the lower level as possible - Tickets Dispatching
• Set up workstations with computers and necessary peripheral devices .
• Install and configure appropriate software and functions according to specifications
• Provide orientation and guidance to users on how to operate new software and computer equipment with safety and according to the cyber security guidelines
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Follow up with customers to ensure satisfactory service
• As a member of the ΙΤ team, you’ll participate in projects delivering new digital capabilities to the company.

We will have the perfect match if you have:

• Degree in Computer Science, engineering or relevant field
• English degree (at least B2 - Lower) to communicate with our partners
• In depth understanding of diverse computer systems and networks
• Experience with help desk management software - ServiceNow
• Good knowledge of internet security and data privacy principles
• Ability to set priorities, and manage escalations.
• Proven experience as help desk support or relevant position will be an advantage
• Certification as IT Technician (e.g. CompTIA A+, Microsoft Certified IT Professional) is plus

Experience on:

• ITIL principles (Information Technology Infrastructure Library)
• Troubleshooting Windows OS, Android, iOS. Experience in Linux OS would be a plus
• Good understanding of networking basics (TCP/IP, DNS, DHCP).
• Knowledge of Active Directory, Office 365, VPNs, remote desktop tools, and mobile device management (MDM) solutions.
• Cybersecurity basics (password policies, phishing threats, endpoint protection).

Work Behaviors

• Ability to work in a fast-paced environment
• Services oriented and users satisfaction focused
• Self motivated
• Team player ( ability to work independently and also as part of a team )
• Passionate Explorer and problem solver
• Ability to learn new technologies and methodologies
• Excellent diagnostic and problem solving skills
• Outstanding organizational and time-management skills
• Excellent communication and customer service skills.

We offer you:

• Competitive Salary
• Excellent working environment
• Career opportunities
• Continuing education on the role
• Private Medical Insurance
• Laptop - Mobile Phone
• Company discounts