Vates is a French software company specializing in virtualization, offering a credible alternative to proprietary solutions on the market. Our Vates VMS solution enables companies to manage their IT infrastructures in a simple, efficient, and controlled way.
At Vates, we believe that great technical support starts with listening, solving problems, and helping others. We are looking for a Help Desk Technician to join our team and be the first point of contact for our users.
Your Responsibilities
- Provide first-level technical support to Vates employees through the appropriate support channels.
- Receive, qualify, prioritize, and track IT support requests.
- Diagnose and resolve common hardware, software, connectivity, and access-related issues.
- Assist employees with the installation, configuration, and use of IT equipment and software.
- Troubleshoot workstation, peripheral, operating system, and network-related issues.
- Assist with basic user account and access management, following established procedures.
- Guide users through troubleshooting steps and provide clear explanations adapted to their level of technical knowledge.
- Escalate unresolved or more complex incidents to the appropriate IT team.
- Document incidents, troubleshooting actions, and resolutions accurately in the ticketing system.
- Follow up on open tickets and keep users informed of the progress of their requests.
- Contribute to the creation and maintenance of internal IT documentation and knowledge bases.
- Identify recurring issues and report them to the relevant IT teams.
- Follow internal IT security, access management, and support procedures.
- Contribute to the continuous improvement of IT support processes and the overall employee experience.
- First-level IT troubleshooting and incident diagnosis
- Windows and/or Linux operating systems
- Basic knowledge of macOS is a plus
- Hardware and peripheral troubleshooting
- Basic networking concepts: TCP/IP, DNS, DHCP, VPN
- User account and access management
- Remote support tools
- Ticketing systems / IT Service Management tools
- Open source productivity tools, Nextcloud, Docmost, Plane.so, LibreOffice, Zammad
- Basic understanding of IT security and cybersecurity best practices
- IT documentation and knowledge base management
- Basic understanding of virtualization and/or open-source technologies is a plus
At VATES, you will find a flexible work environment, a supportive and approachable team, and a role that makes a real impact on a daily basis.
Location:
Our offices are based in Grenoble or Paris, but we operate on a fully remote model to provide greater flexibility and daily work comfort.
You are free to work 100% remotely or come on-site occasionally, depending on your preferences.
Benefits
- Health insurance coverage funded at 50% by the company
- Benefits provided by the Works Council (employee discounts, cinema tickets, etc.)
- Employee savings plan (PEE)
- Profit-sharing scheme
- Annual bonus
- 100% remote work
Requirements
Are you passionate about helping users and solving technical issues? Join Vates as a Help Desk Technician and play a key role in delivering efficient, responsive, and user-focused IT support.
We Are Looking For Someone With
- A two-year technical degree (BTS) or a Bachelor’s degree in Information Technology, Computer Science, IT Systems, Network Administration, or a related field.
- A first experience in Help Desk, Service Desk, IT Support, or a similar position is appreciated.
- Fluent in English and French.
