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# Technicien Support Helpdesk H/F

- **Company:** METALINE SERVICES
- **Location:** Aurillac, France
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, JIRA, Virtual Private Networks (VPN), Microsoft Office, System Center Configuration Manager, Remote Desktop Services, TCP/IP, TeamViewer, Wide Area Networks, Gestionnaire Libre De Parc Informatique (GLPi), Servicenow
- **Published:** May 28, 2026
- **Apply:** https://www.hellowork.com/fr-fr/emplois/79481740.html

## About the Role

Postes : Windows 10 / 11

 - Outils de ticketing : ServiceNow, GLPI, Jira (ou équivalent)
 - Annuaire : Active Directory
 - Messagerie : Office 365 / Exchange
 - Outils à distance : TeamViewer, AnyDesk, Remote Desktop
 - Réseau : notions TCP/IP, VPN, LAN/WAN

Aptitudes et Compétences Relationnelles

 - Sens du service et écoute
 - Bonne communication orale et écrite
 - Esprit d'équipe
 - Gestion du stress et des priorités

Expérience et formation

 - Bac / Bac +2 en informatique (BTS SIO, DUT, etc.) ou équivalent

 - 1 à 3 ans en support helpdesk ou assistance utilisateurs

Process de recrutement

 - Premier échange téléphonique avec un Responsable recrutement Metaline
 - Un Entretien Technique
 - Rencontre avec le client

## Description

Prendre en charge les appels, mails et tickets via l'outil de gestion d'incidents

 - Qualifier et diagnostiquer les incidents techniques
 - Assister les utilisateurs à distance (TeamViewer, AnyDesk, SCCM, etc.)
 - Résoudre les incidents ou escalader aux équipes concernées

 - Enregistrer et suivre les tickets dans l'outil ITSM
 - Prioriser les demandes en fonction de leur criticité
 - Respecter les engagements de service (SLA)
 - Assurer un suivi jusqu'à la résolution complète
 - Mettre à jour la base de connaissances


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