Role Summary

We are looking for two Support Officers (Technical) to join our support team. You will be the first line of contact for users and client teams, resolving issues on our systems and applications and escalating what cannot be solved at your level.

This is a hands-on, technically-minded role in a fast-moving environment. You will work in both English and French, and you should expect occasional short-term missions abroad as well as periods of odd-hours or on-call coverage.

Key Responsibilities

·       Act as first-line contact for incoming support requests via ticketing system, email, phone and chat.

·       Log, qualify, prioritise and track incidents through to resolution within agreed service levels.

·       Diagnose application, configuration, hardware, connectivity and user-side issues; resolve them where possible.

·       Reproduce reported problems, identify the root cause and apply or recommend the appropriate fix.

·       Escalate complex or unresolved issues to the technical team with clear, reproducible and well-documented reports.

·       Perform routine operational tasks: user and access management, system checks, configuration updates and daily verifications.

·       Assist with installations, configurations, updates and post-go-live follow-up at client sites.

·       Provide functional and technical guidance, remote and on-site training, and onboarding support to client users.

·       Produce and maintain support documentation: FAQs, knowledge base articles, troubleshooting guides and procedures.

·       Travel abroad on short-term missions for installations, on-site support, workshops or client training.

·       Participate in an on-call/shift rota and be available for odd hours, including evenings, weekends and public holidays when required.

·       Report recurring issues and trends to management to help drive product and process improvements.

Required Qualifications & Experience

·       Minimum 2 years’ experience in a technical support, application support, service desk or IT support role.

·       Fluency in both English and French, written and spoken — able to support clients and write documentation in both languages.

·       Strong technical aptitude.

·       Understanding of how software applications and connected systems work from a user and support perspective.

·       Experience with ticketing/service desk tools (e.g. Jira Service Management, Freshdesk, Zendesk, GLPI or equivalent).

·       Structured troubleshooting skills, with the ability to isolate a problem and describe it precisely.

·       Valid passport and willingness and availability to travel abroad on short-term missions at short notice.

·       Availability to work odd hours and participate in an on-call rota.

·       Diploma or degree in IT, or equivalent practical experience.

Nice to Have

·       Experience providing support directly at client sites.

·       Experience supporting business-critical systems used by multiple clients.

·       Experience working with clients across multiple countries or time zones.

·       ITIL awareness or certification.

·       Valid driving licence.

·       Additional language skills.

Professional Competencies

·       Customer-focused, patient and professional, even under pressure.

·       Clear communicator, able to explain technical matters to non-technical users in both English and French.

·       Diligent, organised and detail-oriented; keeps accurate records and follows procedures.

·       Autonomous and resourceful, with a strong sense of ownership and follow-through.

·       Flexible, resilient and adaptable to changing priorities, travel and irregular hours.

·       Well-mannered and well presented, particularly when representing the company at client sites.

·       Team player who shares knowledge and supports colleagues.

What We Offer

·       Competitive salary and benefits, with an additional package for odd-hours and on-call work.

·       Two positions available, with a structured onboarding and mentoring period.

·       International exposure through short-term missions abroad.

·       A collaborative, fast-paced culture with clear ownership.

·       Strong growth potential towards senior support or technical consultancy roles based on performance, attitude and aptitude.

·       After 12 months: health insurance benefits.

How to Apply

If this role aligns with your skills and ambitions, please send your CV and a brief cover letter outlining relevant experience. We look forward to hearing from you.