Description du poste
Who we are
At Criteo, we connect 1.4 billion active shoppers with the things they need and love. Our mission is to create an open, transparent and fair marketing ecosystem. With more than $600 billion in annual commerce sales and 600 terabytes of daily shopper data, we deliver performance at scale. And, with over 30 offices across the world, our company DNA is truly international. Do you want to have an impact on more than half of the world’s internet users? Join us and be part of something big. 
About the role 
Within a global team, you will be responsible for providing frontline user support to our growing Paris office. Reporting to the Service Desk Team Lead France, you will work with the other EMEA team members based in Paris, London, Barcelona, Munich and Moscow by also supporting remotely other EMEA offices.
Our support team is global, and level 2&3 skills are located Paris, France. We will rely on you for proper diagnosis of any IT related issue, and escalation to central teams if need be. You will also participate in the projects of new offices, moves, and extensions which are common in our dynamic, fast-paced environment.
You are responsible for user satisfaction and smooth efficient support and you will play a key role in improving user adoption of our tools and solutions.
The position may require ad-hoc travel. 
•        Frontline incident and request management
o   Monitor the ticketing system for incoming requests, process issues.
o   Log issues and track even when users come directly to you.
o   Efficient support to users including senior management and executives
o   Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
o   Escalate to central teams when required, take ownership and represent the user to ensure the requests are processed.
o   Communicate to the user on progress in a timely manner
o   Document issues, analysis, progress, solution in the ticketing system
o   Ensure processes are followed.
•        Training to users
o   Assist with onboarding of new users
o   Provide basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), VC (LifeSize, BlueJeans…) and collaborations suite (OneDrive, O365 groups, etc.)
•        Workstation setup management:
o   setup and deployment for new employees using standard hardware, images and software (Windows & Mac OS X)
o   Modify configurations, utilities, software default settings, etc. for the local workstation
•        Assistance and troubleshooting on IT-related equipment: phone system, videoconference system (LifeSize, BlueJeans…), mobile phones and tablets
•        Local assistance for local infrastructure management (network equipment – routers, switches, firewall-, branch office server) under central team supervision:
o   For proactive or corrective maintenance,
o   Or projects requiring local rollouts
o   Or office projects: new offices, moves, office extensions.
•        Contribute to team knowledge management by documenting troubleshooting and problem resolution steps
•        Local procurement:
o   Manage asset inventory and anticipate hardware needs
o   Proactively identify end of life user workstations and coordinate replacement
Skills :
•        5 year experience in IT Service Desk environment, in a fast-paced though structured environment (processes)
•        Be able to prioritize and follow up issues with method and efficiency
•        Excellent communication and excellent reporting skills
•        Good level of autonomy
•        Fluent in French and English (written & spoken).
•        Knowledge of German, Spanish, or Italian is a plus
•        Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2013/2016 (particularly Outlook, Lync/Skype for Business) and ideally Office 365
•        Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
•        Good knowledge and experience of mobile phones (Blackberry, iPhone, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.)
•        Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.)
•        Knowledge of network configuration on workstations (DNS, TCP/IP and other networking concepts)
•        Ability to write technical documentation to feed the Service Desk knowledge database
•        Knowledge of a ticketing system and Service Desk procedures
At Criteo, we dare to be different. We believe that diversity fuels innovation and creates an energy that can be seen and felt all over Criteo. We champion different perspectives and are committed to creating a workplace where all Criteos are heard and feel a sense of belonging.
Criteo collects your personal data for the purposes of managing Criteo’s recruitment related activities. Consequently, Criteo may use your personal data in relation to the evaluation and selection of applicants. Your information will be accessible to the different Criteo entities across the world. By clicking the ‘Apply’ button you expressly give your consent.
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