Responsibilities Provide Level 1 IT support for internal users, including troubleshooting issues related to: - Microsoft 365 (Outlook, Teams, One Drive, etc.) - Azure Active Directory and user access - Network connectivity (Wi-Fi, VPN, LAN) - Laptops (Windows 10/11 and mac OS), printers, and peripherals Assist with device setup and configuration using Microsoft Intune Maintain and update IT documentation and knowledge base articles Escalate complex issues to Level 2/3 support when necessary Support onboarding and offboarding processes (account setup, hardware preparation)Collaborate with the IT team to improve support processes and user satisfaction Participate in IT-related projects and initiatives as needed Profile required Apprenticeship in IT or equivalent Some experience in an IT support or helpdesk role Good knowledge of: - Microsoft 365 and Azure environments - Windows 10/11 and mac OS operating systems - Microsoft Intune for device management - Basic networking concepts (IP, DNS, DHCP, VPN)Strong problem-solving and communication skills Customer-oriented mindset and a proactive attitude Ability to work independently and manage time effectively Professional-level English (spoken and written); French is a plus Preferred Qualifications IT certifications such as Comp TIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar Experience in a hybrid or remote work environment Familiarity with ticketing systems (e.g., Jira, Freshservice, Service Now) jidfeb599da jit0730a jiy25a