Service Desk Analyst (French & English) – Remote | France

🚀 About the Opportunity

At Pearster, a US-based company, we connect talented professionals with exciting international opportunities.

We are looking for a Service Desk Analyst based in France to join our team and work through Pearster for one of our Canadian clients in the Fintech industry.

In this role, you will provide first-level technical support to internal end users, helping them resolve issues related to desktop and mobile technologies, corporate applications, and IT services.

You will play an important role in ensuring timely incident resolution, delivering an excellent user experience, and contributing to continuous service improvement.

💻 What You'll Be Doing

• Provide Level 1 technical support for internal users through phone, email, and self-service channels.

• Troubleshoot and resolve moderate to complex technical incidents within established service timelines.

• Identify root causes and provide effective solutions to minimize recurring issues.

• Support end users with Windows, MacOS, iOS, desktops, laptops, mobile devices, and meeting room technologies.

• Troubleshoot Microsoft 365 applications, including Outlook, Exchange Online, Teams, and OneDrive.

• Resolve user access, permissions, and Multi-Factor Authentication (MFA) issues.

• Manage user accounts and access through Azure Active Directory (Entra ID).

• Support Windows and MacOS devices using Microsoft Intune.

• Troubleshoot network connectivity issues involving LAN, WiFi, and VPN.

• Provide guidance and knowledge sharing to other Service Desk team members.

• Create and update Knowledge Base articles to improve self-service support and reduce recurring incidents.

• Document and track incidents using IT service management tools such as ServiceNow.

• Participate in after-hours on-call support when required.

🎯 What We're Looking For

• C1 or C2 English

• C1 or C2 French

• 3+ years of equivalent work experience in technical support or a people management role

• Experience with end-user technologies, including: Desktops, laptops, and mobile devices, Meeting room technology

• Operating systems: Windows, MacOS, iOS

• Experience troubleshooting complex Microsoft 365 incidents, including Outlook/Exchange Online, Teams, OneDrive, MFA, permissions, and user access issues.

• Experience troubleshooting Outlook, Teams, OneDrive, and Microsoft 365 accounts for end-users

• Experience managing users, access, and MFA in Azure Active Directory (Entra ID)

• Experience supporting and managing Windows and MacOS devices through Microsoft Intune

• Experience troubleshooting LAN/WiFi/VPN connectivity issues and supporting switches and firewalls

• MCP WIN 10 certification

• Azure experience

• Understanding of ITIL processes and call tracking systems (e.g., ServiceNow)

• Highly proficient in verbal and written communication, with the ability to interact with all levels of the organization

🕒 Working Hours & Availability

• Full-time 100% remote position based in France.

• 8 hours per day, aligned with Eastern Time (Toronto time).

• Availability to participate in after-hours on-call support from 7 PM to 7 AM, according to the team's rotation schedule.

✨ Why Join Pearster?

• Fully remote work arrangement as a contractor

• Competitive salary in USD

• PTO days per year

• 100% company-covered international certifications

• Access to coworking spaces

• English classes

• Engaging team-building activities

• Personalized gifts

• Welcome kit

• Referral program