IT Operations apprentice

The mission:

• The IT Ops technician apprentice role is to support the IT Team on all operational aspects to guarantee day to day running and improvement of Aircall’s IT Core systems and network.


• Reporting to the IT Ops Manager and in strong collaboration with other member of the IT Core Team. This position will allow the IT Ops technician to contribute to hardware and network operations, logistics, documentation and IT support.

Key tasks:

• Hardware
- IT Hardware stock management: onboarding/offboarding follow-up, stock inventory, orders follow-up, reset and cleaning for Spare, recycling, etc - on site for Paris office and with local contacts/partners for other offices
-Personal Device management: MDM solutions administration, enrollment audit and remediation, laptops inventory, new features implementations, end-user support
-Shared Devices management: maintenance of printers, TVs, conferencing systems, etc


• Network
-Network management: administration and monitoring, end user support and technical operations realization or supervision with our partners.
-Paris Office badge management: create, replace, deactivate Paris badges


• Cross Functional
-Users documentation and related communications when necessary (ex: new major feature, update guidelines, etc)
-IT Operations processes/ procedures documentation, for example IT Support Macbook procedures
-Incident management procedures to ensure all incidents around IT Core services are addressed appropriately
-Audits on existing systems by running reports and providing analyses of outputs
-Collaboration with internal team to automate/optimize IT processes


• Support: 
-Manage user support tickets
-Escalate requests to relevant experts as necessary

Soft-skills:

• Fluent English required (documentation and everyday communication is in English). This is our working language.
• Rigorous and organised.
• Ability to troubleshoot and diagnose problems.
• Skilled at working within a dynamic, team-oriented, collaborative environment.
• Strong interpersonal and oral communication.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to present ideas and solutions in user-friendly language.
• Self-motivated and directed.
• Attention to detail.
• Critical thinking.