IT Support Engineer

Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with the scale and delivery of a single global organization.

Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit our website.

At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential.

We are looking for an IT Support Engineer to assist with the maintenance and configuration of our internal infrastructure, including computer systems, servers, and network infrastructure. The role involves installing hardware and software and continuously improving our IT operations to meet the business needs of our organization. You will actively resolve problems and issues related to computer systems, networks, and infrastructure, minimizing work disruptions locally. A business continuity approach is essential at all times. You will collaborate with the wider team to unify and simplify solutions across all regions and embrace IT modernization to boost employee productivity. You will report to the Global Digital Workplace Manager.

1. Drive the transformation from individual services to unified and simplified solutions across all regions, transitioning to a modern workplace environment.
2. Support modern technologies remotely for all offices, both locally and globally.
3. Continuously assess and improve the services provided to business units in line with regional requirements and our global scale.
4. Oversee the day-to-day operation of all technology or telecommunication devices (hardware, software, network, internet, and phone) through IT Service Management (asset, incident, problem, and change management).
5. Assist troubleshooting, maintenance, and expansion of network infrastructure (Layer 2 - Layer 7), primarily focused on Fortinet System.
6. Continuously evaluate and improve current configurations as needed.
7. Ensuring accurate and timely resolution of incidents and requests in line with Service Level Agreements (SLAs).
8. Provide C-level support, ensuring high-quality and efficient service for executive leadership, including troubleshooting hardware and software issues, and ensuring their technology needs are met.
9. Promote excellent customer service for all front-line service delivery and continually seek ways to improve customer experience and satisfaction.

1. Degree in relevant IT field or have equivalent professional experience.
2. Minimum 3 years of relevant work experience.
3. Proficient in both French and English.
4. Strong knowledge of Windows and Macintosh clients.
5. Familiar with Windows server roles (AD DS, AD FS, DNS, and DHCP) as networked workstations (LAN, WAN, WLAN).
6. Basic understanding of network design for multi-office environment.
7. Knowledge of firewalls and switches (Fortinet) is an advantage, but not mandatory.
8. Experience with Intune for device management and configuration.
9. Ability to document processes clearly.
10. Experience in troubleshooting wireless networks and wireless issues.
11. Excellent organizational skills.
12. Ability to work within a fast-moving team.
13. Strong communication skills (both written and verbal).
14. High attention to detail.
15. Collaborative team player but able to make independent decisions.

We are people-focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please review our Diversity and Inclusion Policy for further information.

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