Locations FR-Paris

Category

Information Technology

Analysis Group is one of the largest international economics consulting firms, with more than 1,500 professionals across 15 offices in North America, Europe, and Asia. Since 1981, we have provided expertise in economics, finance, health care analytics, and strategy to top law firms, Fortune Global 500 companies, and government agencies worldwide. Our internal experts, together with our network of affiliated experts from academia, industry, and government, offer our clients exceptional breadth and depth of expertise.

The Support Engineer will sit within the Information Technology Service and Support team which acts as the first point of contact for any technology need or issue. The Support Engineer will work within a fast-paced environment, where collaboration is expected to provide exceptional technical support and customer service for company supported devices, applications, and platforms.

Essential Job Functions and Responsibilities:

• Deliver excellent customer service, communication, and language skills in person, and via telephone or email interactions with customers.
• Provide technical support and troubleshooting for laptops, case work, software applications, virtual machines, video conferencing, networks, and phones.
• Uphold defined expectations regarding ticket handling and management, such as service level agreements, status updates, knowledge creation, and resolution detail.
• Create, update, and maintain knowledge base articles and documentation in alignment with Knowledge Centered Service methodology.
• Manage and support Office 365 applications including Outlook, Teams, SharePoint Online, and OneDrive.
• Utilize remote desktop connectivity tools to support users.
• Follow standard procedures for proper escalation to internal teams for requests outside of scope.
• Provide orientation and training to onboard new and existing users.
• Support and maintain Active Directory objects such as users, security groups, and machines.
• Image, configure, and verify laptops and virtual machines are properly prepared for deployment.
• Provide desk-side technology support to professionals at all levels of the organization.
• Follow and support guidelines defined by security team.
• Provide audio/video and conferencing support.
• When called upon, or experience warrants it, provide training, guidance, support, and mentoring to colleagues.
• Contribute to various technology related projects.
• After-hours support will be required. Scheduling is based on staffing.

Qualifications:

• Bachelor’s degree preferred.
• Must be Bilingual in French and English.
• 1-3 years of substantive relevant experience is preferred.
• Relevant technology certifications are a plus.
• Experience supporting and troubleshooting Microsoft Windows 10/11, Microsoft 365 Office Apps, required.
• Experience supporting mobile devices (including iOS and Android), desktops, laptops, VMware and printers in a corporate environment preferred.
• General knowledge of WAN/LAN/wireless networking, TCP/IP, DNS, DHCP preferred.
• Familiarity with VoIP phone systems (Cisco) preferred .
• Time-management skills and ability to establish reasonable and attainable deadlines.
• Experience supporting remote users through VPN or SASE preferred.
• An inclusive and growth-oriented mindset, strong interpersonal skills, and an ability to work across differences, and under pressure.
• Ability to prioritize tasks based on urgency and importance.
• Motivation to learn new skills and technologies.
• Understanding of Unix/Linux environment is beneficial.
• Strong verbal and written communication skills.
• Available to support Brussels and London offices when needed, and travel to other AG offices on occasion.
• Eligible candidates must be authorized to work in France without sponsorship or restriction, now and in the future.

Physical Demands:

• Heavy lifting, including packages, and computer equipment.
• Engage in office work using a computer and telephone.

Analysis Group embraces equal opportunity. We are committed to building teams that bring a variety of backgrounds, perspectives, and skills, as we believe that a strong and inclusive workforce directly supports our goal of providing the highest-quality work. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other class protected under applicable federal, state, or local law, and we encourage candidates of all backgrounds to apply.

For information about Analysis Group’s privacy practices, please refer to the applicable Analysis Group privacy policy.

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view the EEOC’s “Know Your Rights” poster here.

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