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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - **Company:** Vates SAS - **Location:** Grenoble, France (Remote available) - **Contract:** Permanent contract - **Skills:** Apple Mac Systems, Cyber Security, Dynamic Host Configuration Protocol, Linux, Domain Name System (DNS), Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Libreoffice, Networking Basics, Network Administration, Open Source Technology, Productivity Software, Remote Service Software, TCP/IP, Information Technology - **Published:** September 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3226374c5fc06d9c ## About the Role * 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. ## Description 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. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) - [Local Candidates vs International Talent - Building the Very Best Dev Team](https://www.wearedevelopers.com/videos/1067-local-candidates-vs-international-talent-building-the-very-best-dev-team) ## Related Articles - [Best Companies to Work For in Paris: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/190-best-companies-to-work-for-in-paris-top-25-companies-in-2023) - [Best Companies to Work For in France: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/189-best-companies-to-work-for-in-france-top-25-companies-in-2023) - [Guide for Expats Living in France](https://www.wearedevelopers.com/magazine/305-guide-for-expats-living-in-france) - [Average Salary in France](https://www.wearedevelopers.com/magazine/269-average-salary-in-france) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)