Help Desk Technician

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, 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.

• 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

As part of our diversity and inclusion policy, this position is open to all candidates, regardless of gender.

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, 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., Vates is a French software company specializing in Open Source and virtualization, with a strong commitment to open and collaborative development. Our main projects, Xen Orchestra and XCP-ng, cover the entire virtualization stack - from the hypervisor (Xen) and the virtualization platform (XCP-ng) to virtual machine management and backup (Xen Orchestra).

Our team is distributed across several countries and fully embraces remote work, with transparent working methods and accessible communication channels. At Vates, we are driven by a people-centered company culture focused on kindness, inclusivity, and a flat organizational structure. Every team member is encouraged to contribute ideas, make decisions, and grow with the company.

Our Open Source model is at the core of everything we do - not only in our code, available on GitHub and GitLab, but also in our collaborative approach with the community. We believe in an “upstream first” philosophy, and we dedicate our expertise and resources to fundamental projects such as Xen, while supporting contributors of all levels in joining us on this journey.