Help Desk Supervisor

We run a fiber backbone of over 20,000 route miles, plus data centres and network operations centres. Storm duty is mandatory, and overtime during outages is common.

About the role

Our Service Desk team closes around 600 tickets a month and needs one more person on the desk. The Help Desk Supervisor is the first point of contact for staff with computer, phone, printer and account problems. Remote, with occasional travel to Paris (a few times a year).

What you'll do

• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Write and update knowledge base articles for common problems
• Connect remote users to VPN and troubleshoot access issues
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf

What you'll need

• Working knowledge of Windows 10/11 and basic macOS support
• High school diploma or GED required. Associate degree in IT preferred
• Experience with Active Directory user and group management
• Customer service skills and patience with non-technical users
• Valid driver's licence and reliable transportation for travel between sites

Schedule: Standard business hours (8:30 AM to 5:30 PM) plus one weekend on-call per month

Benefits

Rate: €34,000 - €40,000 per year

• Health insurance (mutuelle) covered at 60%
• Meal vouchers
• Profit-sharing

Candidates must be eligible to work in France.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Cypressgate SARL.