Senior Helpdesk Technician (H/F)

Company Description

Believe is one of the world’s leading digital music companies. Believe’s mission is to develop local artists and labels in the digital ecosystem by providing them the solutions they need to grow their audience at each stage of their career and development. 

Its 2,020 employees in more than 50 countries aim to support local artists and labels with a unique digital expertise, respect, fairness and transparency. 

To support our fast-growing presence on all continents, we are constantly looking for new Believers to join us and make a stronger and more positive impact on the music industry! 

Believe is listed on compartment A of the regulated market of Euronext Paris (Ticker: BLV, ISIN: FR0014003FE9). 

Ready to #setthetone with Believe? 

Job Description

Key Responsibilities

Provide Advanced Technical Support:

• Diagnose and troubleshoot hardware and software issues for desktops, laptops, printers, and AV equipment. 

• Support and maintain operating systems, applications, and network connectivity for end-users. 

• Respond to service tickets and requests, ensuring timely resolution or escalation when necessary. 

User Support & Customer Service:

• Deliver high-quality customer service by assisting end-users in resolving IT issues and improving their technology experience. 

• Provide hands-on support for workplace technologies, including meeting room setups, video conferencing systems, and mobile devices. 

• Conduct end-user training sessions and create documentation for common workplace IT processes. 

Hardware & Software Deployment:

• Manage inventory of IT assets and ensure regular maintenance and upgrades of workplace technologies. 

• Lead the rollout of new hardware, software, and workplace systems to ensure minimal disruption to business operations. 

Asset Management and Inventory Control 

• Maintain and update the inventory of all IT equipment (laptops, desktops, etc.). 

• Ensure timely hardware enrolment, refresh and decommissioning of old devices. 

• Track software licenses, warranties, and ensure compliance with company policies. 

Deployment and Configuration 

• Prepare and deploy new hardware to end users, including installation and configuration of required software. 

• Ensure secure setup and proper configuration of operating systems and security software. 

• Enhanced the asset delivery process for worldwide organization and be able to make a monthly report to management.

Mentorship and Team Leadership :

• Assist in mentoring and guiding junior technicians, providing technical knowledge, and helping them develop troubleshooting skills. 

• Share best practices and knowledge to ensure consistent support standards across the team. 

Collaboration and Communication :

• Act as a liaison between end-users, IT departments, and third-party vendors to ensure effective communication and issue resolution. 

• Collaborate with IT management and project teams to identify and implement workplace technology improvements. 

Project Involvement:

• Participate in IT projects related to workplace technology, including system upgrades, office relocations, and infrastructure enhancements. 

• Contribute to the planning, testing, and execution of new workplace technology initiatives. 

Qualifications

Education & Experience:

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent experience. 

• 5+ years of experience in IT support or workplace technology roles. 

Technical Skills:

• Expertise in Windows, macOS, and mobile device operating systems. 

• Experience with IT infrastructure, including network equipment, routers, and switches. 

• Proficiency in video conferencing tools (Zoom, Microsoft Teams), AV equipment, and meeting room setups. 

• Familiarity with IT ticketing systems (JIRA, GLPI) and remote support tools. 

Soft Skills:

• Strong problem-solving and analytical abilities. 

• Excellent communication and interpersonal skills. 

• Ability to work independently and as part of a team. 

• Detail-oriented with strong organizational skills. 

Additional Information

Set the tone with us​

Working at Believe means having individual and collective impact in a fast-growing company! ​

At all stages of their careers, Believers are an important part of what we are doing: shaping the future of the music industry. ​

We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us, with daily opportunities to connect with our colleagues all over the world. ​

We have two hearts at Believe - our People and our Artists. ​

We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our Believers with the best environment to thrive. ​

ROCK THE JOB ​

• Tailor-made training and coaching program ​

• Remote working policy​

• A wellness program "Pauses" with many activities and animations in-house​

• Access to Eutelmed, a digital mental health and well-being platform that allows you to speak with an experienced psychologist​

• A healthy and eco-responsible company restaurant​

• Individual or family health insurance​

• CSE benefits ​

• A rooftop​

• A gym with free classes​

SING IN HARMONY ​

• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet.​

• Implementation of the sustainable mobility package “Forfait mobilité durable” => Reimbursement of up to 600€ for public transport/low carbon footprint​

• 5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)​

We are committed to having a workforce that is representative of the community it serves at all levels of the organisation. We, therefore, welcome applications from all backgrounds and all sections of the community regardless of age, disability, gender, race, religion and sexual orientation.​