On-Site Support Technician

Job description

How will you CONTRIBUTE and GROW? Global Infrastructure and Operations (GIO) Air Liquide provides infrastructure and IT services to our internal business worldwide. Within GIO and particularly in the User Workplace (UW) department, the team has the mission to support and maintain UW solutions and enhance end-user support provided by GIO to all Air Liquide users (> 70k). Mission: The On-Site Support Technician is responsible for physically resolving hardware, local infrastructure, and network issues through "Smart-Hands" technical assistance. Acting as a primary technical point of contact at the main country office, this role provides high-touch support for VIP/executive users, coordinates large-scale hardware refresh projects, manages Audio/Video conference systems, and assists with local security/CCTV infrastructure. Additionally, the technician acts as remote "smart-hands" for other sites or dispatches to other locations when hands-on technical intervention is required. Physical & Smart-Hands Infrastructure Support Perform physical troubleshooting, initial diagnostic checks, and maintenance for network hardware, local infrastructure, workstations, and AV devices across primary sites. Act as local "smart-hands" on behalf of central network, system, and infrastructure teams for physical interventions and racking/stacking/cabling tasks. Dispatch to other locations when required to conduct on-site troubleshooting, hardware deployment, or physical remediation. Workplace & Lifecycle Management Coordinate and execute massive hardware refresh deployments according to the 5-year computer lifecycle strategy. Configure, deploy, and support mobile devices and tablets operating on Android, iOS, and macOS. Manage device enrollment, compliance, and application deployment using Workspace ONE (Intelligent Hub). Audio/Video & Meeting Room Technologies Provide end-to-end operational support and physical troubleshooting for Audio/Video (AV) conference rooms and systems. Administer, troubleshoot, and optimize meeting room setups across various hardware vendors, in special for Logitech or similar. Conduct preventative routine checks on meeting room equipment to ensure high availability for local and hybrid meetings. Executive Support & Local Operations Provide white-glove VIP support to local leadership and executives, ensuring rapid resolution and exceptional customer communication. Provide physical and technical support for local facility systems, including CCTV, local security infrastructure, and badge access control systems when required. IT Service Management: Manage end-to-end incident, request, and asset tickets within ServiceNow, ensure strict compliance with local SLA targets, and leverage dashboards for queue and operational performance monitoring. Interactions: End-Users & VIPs: Direct face-to-face assistance, executive support, and user onboarding/offboarding. Central Teams: Collaborate as local "smart-hands" for Network, Security, and Cloud/Server infrastructure teams. UW Management: Alignment on hardware lifecycle refresh schedules, tickets escalation, and local SLA compliance. Facilities & Local Security: Support for CCTV, badge control integration, and meeting room infrastructure maintenance. ___________________ Are you a MATCH? Technical diploma or Bachelor's degree in Computer Science or related areas (completed, currently pursuing/ongoing studies, or equivalent practical experience). Languages English (mandatory) Spanish is a plus. Technical competencies: Operating Systems & Mobility: Hands-on experience with Windows, macOS, iOS, and Android configuration/troubleshooting. MDM: Practical experience enrolling and managing devices via VMware Workspace ONE (Intelligent Hub). ITSM / Ticket Management: Hands-on experience with ServiceNow for ticket management, incident/request routing, SLA tracking, and dashboard monitoring. Meeting Devices: Practical knowledge of multi-vendor Audio/Video room solutions and video conference platforms (Google Meet). Hands-on experience with Logitech Meet Devices or similar solutions is a strong plus. Network & Infrastructure: Solid understanding of basic networking (LAN/WAN, patching, Wi-Fi troubleshooting, switches, rack wiring) for smart-hands execution. Facilities IT: Basic knowledge of CCTV hardware, badge control/access systems, and physical security infrastructure. Certifications / Courses ITIL Foundation (Plus) Network+ or CCNA fundamentals (Plus) Workspace ONE (MDM) Certifications (Plus) Our Differences make our Performance At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.