IT Field Support Engineer- France

Job Summary:

We are seeking a detail-oriented and hands-on IT Field Support Engineer to deliver high-quality onsite technical support for end-user hardware software infrastructure proximity and special IT programs. This role encompasses support for standard and non-standard devices user lifecycle services (onboarding/offboarding) asset and depot management VIP services and third-party/vendor coordination. The ideal candidate has experience in enterprise IT environments and excels in communication incident resolution and multitasking.

Key Responsibilities:

1. Hardware IMAC (Install Move Add Change) Support:

• Diagnose and resolve hardware issues for desktops laptops Macs tablets smartphones and supported printers.
• Coordinate with vendors and internal teams for service ticket resolution.
• Provide smart hands support for AV systems and digital signage panels.
• Collect equipment during user offboarding and support Red/Yellow zone operations.

2. Software IMAC & Configuration:

• Address software break-fix issues and coordinate with OEM vendors when necessary.
• Install software and image devices that cannot be configured remotely.
• Deploy desktop/mobile applications manually when needed.

3. VIP User Support:

• Deliver prioritized support and quick turnaround for hardware and software issues.
• Maintain and manage a dedicated VIP device inventory.
• Operate a VIP-exclusive support channel and maintain user tagging in ITSM tools.

4. R&D & Industrial Automation Site Support:

• Follow SOPs for lab device qualification and incident resolution.
• Provide hands-and-feet support for specialized hardware like scan guns barcode scanners and GxP-compliant systems.
• Support antenna and Wi-Fi deployment and troubleshooting.

5. IT Kiosk Program Management:

• Act as SPOC for client kiosk projects.
• Validate kiosk requirements coordinate design and assist in deployment and support.
• Promote usage and optimize performance through user training and feedback.

6. Server Room & Network Proximity Support:

• Perform tape handling rack and stack activities and basic hardware configurations.
• Maintain cable management assist in decommissioning and perform routine visual/power checks.
• Support cabling access compliance network hardware setup and coordination with OEMs for maintenance.

7. Third-Party Support & Coordination:

• Schedule and escort third-party vendor activities.
• Coordinate with infrastructure and AMS teams for device support and deployments.
• Facilitate IMAC activities involving external parties.

8. Event IT Support:

• Provide on-site IT support during company events such as town halls or seminars.
• Coordinate with OEMs AV vendors and ensure hardware availability and setup.

9. Onboarding Offboarding & User Training:

• Train IT staff on GxP compliance and deliver training to end-users on desktop tools and regulatory practices.
• Distribute manuals FAQs and training documents.
• Manage equipment provisioning and returns in alignment with automated workflows across ITSM AD and email services.

10. Hardware Asset Management:

• Maintain the AMDB (Asset Management Database) and track lifecycle events from procurement to decommissioning.
• Monitor licensing issues and coordinate with stakeholders for compliance.
• Coordinate logistics and update records for asset movement and tagging.

11. Device Deployment & Depot Management:

• Handle centralized and local stocking of spare devices and parts.
• Manage imaging OS installations tagging and packaging for end-user devices.
• Coordinate delivery replacements and reclamations with logistics teams and OEMs.

Devices Supported:

• Desktop & Laptop PCs (Windows/Mac)
• Smartphones & Tablets
• AV Equipment & Meeting Room Systems
• Non-standard R&D equipment (scanners PDAs label printers)
• Printers (Smart Hands)
• IP Phones & Network Devices
• Peripheral Devices (Mice Keyboards Cables Docking Stations)

Required Qualifications:

• Diploma/Bachelors in IT Computer Science Electronics or related field.
• 3 years of experience in field support or end-user computing environments.
• Hands-on expertise in Windows/Mac environments ITSM tools (ServiceNow) and hardware troubleshooting.
• Familiarity with regulatory compliance frameworks (e.g. GxP) is a plus.
• Good understanding of enterprise networking AV systems and server room safety procedures.

Preferred Skills:

• Strong communication and customer handling skills.
• Ability to prioritize VIP and high-impact requests.
• Experience in vendor coordination and IT infrastructure proximity support.
• Self-driven with a continuous improvement mindset.