Systems & Network Technician – IT Support, Helpdesk

This is a fully remote position, open to applicants in Madagascar.

📋 Description

• Diagnose and resolve hardware, software, and network issues for clients remotely.

• Provide users with guidance, training, and best practices in IT.

• Manage support tickets according to established procedures and service level agreements (SLAs).

• Escalate incidents to Level 2 (N2) support when required.

• Strive for continuous improvement of services.

• Create and maintain technical documentation.

• Act as the initial point of contact for client users.

• Directly contribute to enhancing user satisfaction.

⛳️ Requirements

• Proficient in Windows environments.

• Solid understanding of macOS.

• Familiarity with Windows Server, including Active Directory, print servers, and file sharing.

• Strong knowledge of Microsoft 365, encompassing Exchange Online, Intune, Entra ID, and SharePoint.

• Good grasp of networking, virtualization, and backup solutions.

• Competence in Android and iOS mobile platforms.

• French language proficiency at C2 level, with excellent verbal and written communication abilities.

• English language proficiency at B2 level or above.

• Minimum of a two-year degree or equivalent in IT, with a focus on networking and systems.

• At least three years of experience in end-user IT support (Helpdesk).

• Service-oriented, motivated, responsive, autonomous, proactive, detail-oriented, patient, and capable of clearly explaining technical concepts, calm under pressure, and a team player.

• Must be available to work five days a week, including weekends on a rotating schedule.

• Residency in Madagascar is mandatory.

• Must possess work equipment and a reliable internet connection.

🏝️ Benefits

• Opportunities for advancement to Level 2 (N2) support or a Systems & Network Administrator (SNA) role.

• Gain experience across diverse client environments.

• Work remotely from Madagascar.

• Freelance position with no specified end date.

• Schedule distributed over five days a week, including weekends on a rotating basis.

• Working hours aligned with the France time zone.

• Required equipment includes a laptop, monitor, headset, stable internet connection, UPS, etc.