IT Support Technician

Vestiaire Collective is the leading global platform for desirable pre-loved fashion and a pioneer in transforming how people consume fashion.   Our mission is simple: make circular fashion the norm, not the exception. Through technology, expertise, and a highly engaged global community, we enable millions of people to buy and sell fashion in a more sustainable way.   Founded in Paris in 2009, Vestiaire Collective is now a globally scaled marketplace with offices in Paris, London, Berlin, New York, Singapore, and Ho Chi Minh City, and logistics hubs across Europe, Asia, and the US. Today, we are a team of around 600 people from over 50 nationalities, united by a shared ambition: to drive meaningful change in the fashion industry.   Our values, Activism, Transparency, Dedication, Greatness, and Collective, shape how we build, collaborate, and grow every day. About the role  Our Corporate IT team is responsible for providing the most robust, performing, secure, sustainable and carbon savvy IT infrastructure and experience to all Vestiaire Collective employees. Our corporate IT team also plays a critical role in some global initiatives that rely on IT infrastructure such as moving offices, setting up new warehouses, connecting new digital tools. We are looking for a Support IT Technician based in our hub in Tourcoing to support our people and successfully achieve these missions.    The hours of work will be from 6h00 to 13h15, from Monday to Friday.   What you will do  Processing of user requests (changes, incidents) using our global ticketing system Installing, configuring and maintaining computer hardware, software, systems, networks, printers, and scanners Responding in a timely manner to service issues and requests Providing technical support across various departments and global locations Onboarding new employees on a regular basis Monitoring of critical IT systems and tools, ensuring high availability at all locations Stock management of laptops and peripherals Use and develop the knowledge base (Wiki) Maintain an up to date inventory Participate in IT Projects   Who you are  3+ years experience working in IT Support You have the following skills: Windows 10/11 Network: Basic routing and switching, VLAN, SSL / IPSEC VPN. Support: Experience using a ticketing tool MDM: Intune, Iru for Mac is a plus Excellent interpersonal skills, written and oral expression, Customer service spirit Desire to work as a team Rigor, ability to organize.

Job Purpose The IT Support Technician will play a key role in providing front line support for our internal customers and is responsible for the analysis and planning for the installation and troubleshooting of computer hardware and software within a LAN environment. This position functions as a point of technical services contact for IT and is accountable for technical service request resolution, providing Level I and Level II support for end users equipment and software, file servers, networking, peripherals, and VOIP phones for both local and remote sites. Responsibilities include remote and desktop support, end user training, mobile device support and troubleshooting, monitoring, resolving and reporting/escalating of off hours issues. Additionally, the IT Support Technician participates as a technical resource needed in both large and small projects. Leads in educating and ensuring compliance for end users as it relates security in accordance with HIPAA and HITECH standards.   Duties and Responsibilities * Respond to daily end user support requests, such as hardware, software, peripheral, mobile device, and VOIP phone issues for both on-site and remote users * Ability to setup, configure, and roll-out of hardware and software as needed * Support onsite DC, surveillance, and site access control systems * Organize and maintain IT Inventory and assist in the deployment/retirement of hardware as needed * Document incidents and processes as directed and ensure that all tickets requiring follow up work and/or calls receive appropriate attention * Maintain, analyze, and troubleshoot, software and computer peripherals * Assist in developing and documenting improvements to current processes * Test, image and clean PC’s, laptop, monitors, printers, and other related hardware * Escalate all service requests and change orders that may require additional resources for timely closure or escalated priority. * Complies with all IS Policies, Procedures and Standards including but not limited to: Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI) * Stay abreast of new and emerging security threats and mitigation approaches for your respective area and perform periodic security reviews of your assigned areas * Work to ensure regulatory compliance (HIPAA, etc.) in all aspects of data utilization and information access * Ensure all proposed changes follow the Change Management policy and procedure for production changes * Other duties as assigned * Report any security or HIPAA violations or concerns to the HIPAA Officers in a timely fashion * Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards * Understand and comply with Information Security and HIPAA policies and procedures at all times  * Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties  Qualifications * Bachelor’s degree in related field, equivalent work experience in the IT field, and/or industry certification(s) * Minimum of 5-7 years prior experience in a Technical Support capacity * At least 4 years of hands-on technical knowledge of laptop and desktop design and software installation experience in a break-fix environment * Expert knowledge of Microsoft Windows 10, Edge, Intune and Office applications * Experience as an Office 365 Administrator * Experience utilizing and managing Active Directory * Knowledgeable in 2FA Solutions (Duo) * Knowledgeable about endpoint protection and associated best practices * Ability to create and modify PowerShell scripts * Familiarity in managing VOIP solutions * Proficient with mobile devices, wireless networks, and peripherals such as printers, scanner, etc. * Ability to be a flexible, team player and willingness to learn in a fast-paced environment are a must * Ability to complete all assigned tasks as scheduled * Exceptional customer service and communication skills, both verbal and written * Must be a self-starter with the ability to adhere to procedure * Strong analytical, logical thinking and problem-solving skills * Excellent organizational and follow-up skills with strong attention to detail * Experience in Project coordination for upgrades, integrations and roll-outs is preferred Working Conditions * Ability to be part of an on-call rotation and work a flexible schedule as needed * Must be willing to travel on occasion to support the company’s offices and integration projects * Must have a reliable car to travel to and from work and other office locations * Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.  * Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear. Ability to lift heavy equipment and perform manual labor as needed * Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress. * Work Environment: The noise level in the work environment is usually minimal.   Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.