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Automatically translated from French. View the original offer
We are hiring in-house: support engineer desktop & network l2 – ANTANANARIVO, MADAGASCAR!
The Support Engineer Desktop & Network L2 will provide level 2 IT support, on-site and remotely, by supporting the diagnosis and resolution of incidents related to workstations, hardware, software, network and users, while guaranteeing an optimal quality of service and compliance with SLA (service level agreements).
Provide Desktop Level 2 (L2) support remotely and on-premises Diagnose and troubleshoot issues with Windows, Microsoft Office, printers, peripherals, and other hardware and software Diagnose network connectivity issues and TCP/IP, DNS and DHCP incidents Install, configure and commission workstations and IT equipment Support and resolve incident tickets in accordance with SLA requirements Participate in upgrades, patch installation and IT infrastructure related activities Document the diagnostic steps and solutions Escalate complex incidents to L3 level or relevant technical teams Assist users with access issues and enforce cybersecurity policies Work with MFA, access control and encryption policies Collaborate with internal teams and other support functions to ensure rapid incident resolution
Required Skills and Qualifications
Minimum 5 years of experience in Desktop or Helpdesk IT support (L1/L2) Strong knowledge of Windows and common business applications Good command of TCP/IP, DNS and DHCP Practical experience with ITSM tools / ticket management systems Good understanding of cybersecurity and access control Knowledge of MFA and encryption policies Excellent diagnostic and problem-solving capabilities Good customer service and communication skills Ability to work independently and as a team Flexible, proactive and willing to learn Linguistic Requirement English: level B1 or higher (certified) Work authorization A valid and unrestricted work permit in Madagascar is required No visa sponsorship or support for obtaining a work permit is available Further information Excis is a global IT support organization with over 6,000 certified technicians in more than 190 countries, providing 24/7 multilingual support to leading international customers. We are looking for a motivated and experienced L2 Support Engineer to join our team in Madagascar and contribute to the support of a leading international automotive project. This is a great opportunity for an IT professional within Excis who wants to develop their technical skills, take on more responsibilities and grow their career in an international IT environment. Duties Key responsibilities Provide Desktop Level 2 (L2) remote and on-premises support Diagnose and resolve issues related to Windows, Microsoft Office, printers, peripherals, and other hardware and software devices Troubleshoot network connectivity issues and TCP/IP-related incidents, DNS and DHCP Install, configure, and provision IT equipment and workstations Support and troubleshoot IT incident tickets in accordance with SLA requirements Access Control and Encryption Collaborate with internal teams and other support functions to ensure rapid incident resolution Candidate profile Required Skills and Qualifications Minimum 5 years of experience in Desktop or Helpdesk IT support (L1/L2) Strong knowledge of Windows and common business applications Good command of TCP/IP, DNS and DHCP Practical experience with ITSM tools / ticket management systems Good understanding of cybersecurity and access control Knowledge of MFA and encryption policies Excellent ability to diagnose and solve problems Excellent customer service skills and good communication skills Ability to work independently English: level B1 or higher (certified) Work authorization A valid and unrestricted work permit in Madagascar is required No visa sponsorship or support for obtaining a work permit is available
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