IT Support Specialist (First- and Second-Line Support)

You’re at the heart of the employee experience, delivering reliable, human, and efficient support to everyone at Workleap. You’ll handle a wide range of requests, from access and SaaS tools to endpoint administration, with one simple goal: help fast and help well.

Every day you solve technical issues and document what you learn so the whole team benefits, and if you spot a better way to run a process or tool, you propose it and we try it quickly. You’ll work hand in hand with the team on incidents and one-off projects, keeping your priorities clear in an environment that moves fast.

Your impact:

• Deliver reliable, human support to every Workleap employee so they get back to being productive quickly and the employee experience stays a top priority.
• Own access and SaaS tool management so every new hire is ready on day one and our access stays secure.
• Maintain the device fleet (rotation, deployment, inventory) to keep equipment reliable and up to date for the whole team.
• Document and structure the team’s knowledge to cut repeat requests and help everyone resolve issues faster.
• Use AI in your daily work (Claude, Slack automations, skills) to speed up request resolution and free up time for higher-value projects.
• Drive process and tool improvements to boost team efficiency and the user experience.

Your team:

Over the next few months, our priority is to deliver fast, human, and consistent support to a company in transformation, while cutting down repetitive work. Concretely, we’re rolling out One Login to simplify how employees access their tools, and we’re automating request coordination. The challenge is keeping the experience great for our colleagues while volumes and needs grow. Our ambition: better documentation, automating what can be automated (Slack, Jira Assets), and making every technician a reliable, autonomous point of contact.

We’re a team of seven, made up of technicians, a system administrator, an endpoint administrator, and a manager, working in French and English as needed. We mostly communicate on Slack, directly and without too much ceremony. We share information, help each other out, and stay curious: anyone can suggest improvements or test new tools. We make decisions quickly and adjust along the way.

What you’ll bring:

• Fluency in French and English, spoken and written, since you’ll support internal clients who speak both languages;
• Solid first- and second-line IT support experience, with a strong sense of service and communication;
• Comfort with Microsoft 365 / Entra ID environments, access management, and SaaS tools (SSO, MDM, ticketing);
• Knowledge of device fleet management (deployment, inventory, equipment lifecycle) on Windows and macOS;
• A builder mindset: you document, structure, and automate repetitive work instead of redoing it by hand;
• Comfort using AI daily (Claude, assistants, automations) to solve problems faster and build new tools for the team;
• Bonus: experience with Jamf, Jira / Jira Assets, or Slack, or scripting (PowerShell, Python) or no-code automation.