Advanced Technical Support Specialist with French

• *All interviews will be conducted remotely (online or by phone).

Pontica Solutions is an award-winning outsourcing company that specializes in delivering innovative customer experience (CX) solutions to our global clients in diverse industries such as High-Tech, FinTech, Healthcare, Games and Entertainment, E-commerce, Renewable Energy and Utilities, Logistics, and more.

Committed to excellence and continuous improvement, we transform our talent into high-quality experts, providing opportunities for learning and development, vertical and horizontal growth.

Explore the retail world of a prominent retail company based in Switzerland, known for its extensive network of supermarkets and hypermarkets. They offer a wide range of products, including groceries, household items, and electronics, all while emphasizing quality, affordability, and sustainability. With a strong commitment to social responsibility, they support local communities and promote environmentally friendly practices.

We are looking for an experienced Advanced Technical Support Specialist with French to join our team. In this role, you will play a key role in improving first contact resolution, supporting users independently, and collaborating closely with Expert Desk and specialist teams on more complex cases.

What would you do in this role:

• Handle and resolve incidents and service requests within the agreed scope
• Provide advanced user support for Microsoft Workplace technologies
• Perform remote troubleshooting and root cause analysis
• Ensure high-quality ticket documentation and categorization
• Escalate and coordinate complex issues with Expert Desk and specialist teams when required
• Support continuous improvement initiatives and knowledge transfer activities
• Contribute to maintaining high service quality and customer satisfaction

What skills are needed:

• Excellent written and verbal communication skills in French (C1) and English (B2) is a must.
• 2–5 years of experience in IT Support, Service Desk, or End User Support
• Experience with ITSM/ticketing tools (e.g., ServiceNow)
• Knowledge of Microsoft 365 and Windows 10/11 troubleshooting
• Experience with remote support and incident/request management
• Familiarity with Active Directory/Entra ID, Exchange Online, MFA, and basic networking
• Strong customer service, communication, and documentation skills
• Experience working with knowledge bases and process documentation

Nice to Have Qualifications:

• ITIL Foundation certification
• Microsoft certifications
• Experience working in enterprise environments

What we offer:

• An attractive remuneration. Referral bonuses.
• Standard working hours, Monday-Friday.
• Full training provided.
• Additional health insurance and other social benefits. Exclusive discounts & offers.
• Digital Food Vouchers.
• Open-minded management team promoting innovation, and personal and professional development.
• Permanent employment; full-time.