SICPA

End User Support Technician

SICPA  •  Tirana, AL (Onsite)  •  2 days ago
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Job Description

End User Support Technician

We are looking for a proactive and customer-oriented End User Support Level 1 (Service Desk) Technician to join our Digital Workplace & End User Support team. The ideal candidate will deliver high-quality first-line support to our employees, ensuring fast resolution, excellent communication and a strong user experience.

Role

  • Provide first-line technical support to internal users via phone, email, chat, or ticketing system
  • Log, classify, prioritize and follow up incidents and service requests in ServiceNow
  • Troubleshoot issues related to:

-Windows and macOS devices

-Microsoft 365 applications (Teams, Outlook, OneDrive, etc.)

-Hardware (laptops, printers, peripherals)

-Network connectivity and basic VPN issues

  • Escalate unresolved cases to Level 2/3 support teams following ITIL best practices
  • Ensure high-quality communication and a positive user experience throughout the support process
  • Contribute to knowledge base documentation and continuous improvement of support procedures
  • Support onboarding/offboarding activities (device preparation, account setup, etc.)

Profile

  • French C2 (near-native) – mandatory
  • English B2 – mandatory
  • Strong communication skills, empathy, and customer-service mindset
  • Ability to explain technical concepts in a clear, non-technical way
  • Good organizational and multitasking abilities
  • Solid understanding of basic IT concepts:

-Windows & macOS fundamentals

-Office 365 ecosystem

-Basic networking concepts (DNS, DHCP, Wi-Fi, VPN)

  • Knowledge of ITIL v3/v4 processes (certification is a plus)
  • Previous experience using ServiceNow or similar ITSM platforms (preferred)

Nice to Have

  • Experience in a multinational environment
  • Experience supporting hybrid/remote workforce

JOIN US!

  • Our success comes from our highly skilled and talented employees
  • Respectful entrepreneurship and long-term vision are key for success
  • Diversity at all levels of an organization is a strength
  • We offer an exciting and challenging role, with great potential for personal development within a unique organization in a fascinating industry

Your file will be handled with the most confidentiality and discretion

SICPA

About SICPA

SICPA is a Swiss technology company that supports the effective governance and long-term prosperity of nations. Our platform of sovereignty enables our customers to authenticate and secure their vital assets, through custom solutions based on a century of combined cutting-edge innovations in material, digital and data science domains. At the center of every SICPA solution is a custom crafted molecule, unique to each nation. Acting as a single source of truth, these unique markers are deployed across the full value chain to generate actionable and trustworthy insights in real time.

Established in 1927 and headquartered in Switzerland, SICPA is best known for safeguarding the majority of the world's banknotes. With operations across five continents, today our platform delivers sovereignty solutions mainly across revenue mobilisation, identity verification, healthcare security, and brand protection.

SICPA’s technological leadership and successful development and implementation of these solutions is the result of the expertise and dedication of our 3,000 employees worldwide from more than 80 nationalities. Our staff includes high-level experts in numerous technical and scientific disciplines, such as chemistry, physics, optics, cryptology, engineering or computer science. With strong innovation capabilities, we hold more than 6,000 patents.

Industry
Chemicals & Materials
Company Size
1,001-5,000 employees
Headquarters
Lausanne, CH
Year Founded
1927
Website
sicpa.com
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