IT Support Engineer

About CED Tunisia

CED Tunisia, established in 2019, is part of CED Group, a leading European provider of claims management and insurance expertise services. Through its IT & BI development center and Business Process Operations (BPO) team, CED Tunisia supports several CED entities across Europe, contributing to digital transformation and operational excellence within the group.

We're looking for an IT Support Engineer to join our team!

Your main tasks:

Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing systems.

•  Monitor, track, and follow up on incidents and service requests to ensure timely resolution and customer satisfaction.
•  Support the administration of Microsoft 365 services, including user accounts, licenses, security groups, and permissions.
•   Determine the best solution based on the issue and details provided by customers
•   Identify and suggest possible improvements on procedures- Technical support to users 2/3 levels.
•   Follow-up and update customer status and information.
•   Participate in the monitoring and operational support of business applications and IT infrastructure.
•   Create and maintain Technical documentation.

• Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
• Microsoft Azure / Entra ID
• Active Directory
• Microsoft Intune
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Ticketing and IT Service Management tools (TopDesk)
• Windows 10/11 Administration
• Basic knowledge of IT security and endpoint management
• Good knowledge of software testing methodologies
• Fluent in English (written and spoken)
• Good communication and team spirit
• Immediate availability is a plus