ITSupportEngineer–L1/L2

Sia is a next-generation, global management consulting group. Founded in 1999, we were born digital. Today our strategy and management capabilities are augmented by data science, enhanced by creativity and driven by responsibility. We’re optimists for change and we help clients initiate, navigate and benefit from transformation. We believe optimism is a force multiplier, helping clients to mitigate downside and maximize opportunity. With expertise across a broad range of sectors and services, our 3,000 consultants serve clients worldwide from 48 locations in 19 countries. Our expertise delivers results. Our optimism transforms outcomes. Reporting to the IT Manager, you will join an international IT Helpdesk team currently composed of members based in France and the United States, with ongoing expansion in India. As an IT Support Technician N1/N2, you will be responsible for providing first and second-level technical support to end users worldwide. You will handle incidents and service requests, ensuring timely resolution and a high level of user satisfaction. You will play a key role in maintaining the quality of IT services by resolving issues efficiently, escalating when necessary, and contributing to continuous improvement of support processes. Key Responsibilities Operational Support * Provide Level 1 and Level 2 support to end users via ticketing system, phone, Teams, or on-site. * Diagnose and resolve hardware, software, and network-related incidents. * Manage user requests including account creation, access rights, and software installation. * Escalate complex issues to higher support levels when necessary. * Ensure proper documentation of incidents and resolutions. User Support & Experience * Assist users with day-to-day IT issues, ensuring a high level of customer satisfaction. * Provide support to VIP users when required, maintaining professionalism and responsiveness. * Guide users in best practices and usage of IT tools. Device & Environment Management *