We create possibilities that move life and commerce forward
Welcome to Manhattan. Every day, our supply chain commerce technology connects two billion people to 20 billion consumer choices. In the warehouse, on the road and in the store, we make what was once impossible, possible. If you want to tackle complex problems and redefine markets, you’ve come to the right place.
The IT Operations Specialist – Onsite Support is responsible for providing hands-on technical support and operational maintenance of end-user technology, workplace infrastructure, and collaboration systems within the Paris office.
This position serves as an onsite escalation point beyond the Level 1 Service Desk, independently troubleshooting and resolving hardware, software, connectivity, and conference room technology issues while supporting device deployments, lifecycle refreshes, and local technology initiatives.
The role collaborates with regional Operations, Service Desk, L3 Engineering, and Service Owners to ensure reliable technology services, maintain operational stability, and deliver excellent employee technology experience.
Key Responsibilities
Provide onsite technical support for end-user hardware, software, peripherals, network connectivity, and workplace technology beyond Level 1 Service Desk support.
Troubleshoot and resolve incidents and service requests involving Windows and macOS devices, Microsoft 365 applications, and enterprise end-user technology.
Deploy, configure, maintain, refresh, and recover laptops and associated equipment throughout the device lifecycle process.
Provide hands-on support for conference room audiovisual systems, video conferencing equipment, Microsoft Teams, Cisco, and unified communications technologies.
Execute approved onsite technology upgrades, deployments, and operational initiatives in coordination with Engineering and Service Owners, following established procedures and change management processes.
Perform initial troubleshooting of LAN, Wi-Fi, VPN, and other connectivity issues and coordination when escalation is required.
Support Microsoft Intune and other endpoint management tools for device enrollment, configuration, application deployment, and troubleshooting.
Maintain accurate hardware inventory, asset assignments, equipment lifecycle records, and device recovery documentation.
Support employee onboarding, offboarding, office moves, and technology setup in coordination with HR, Facilities, and other business teams.
Maintain accurate incident, request, and change records in ServiceNow, ensuring appropriate documentation, communication, escalation, and resolution.
Meet established service level agreements (SLAs) and operational performance metrics, ensuring timely resolution of incidents and requests while maintaining service quality and customer satisfaction.
Develop and maintain technical documentation, standard operating procedures, and knowledge articles to support consistent service delivery.
Collaborate with Service Desk, regional Operations, Engineering, and business stakeholders to resolve technical issues, support technology changes, and improve operational processes.
Required Qualifications
3–5 years of experience in IT Operations, desktop support, onsite technical support, or a related end-user technology discipline.
Hands-on experience troubleshooting Windows operating systems, Microsoft 365 applications, laptops, peripherals, and enterprise workplace technology.
Experience deploying, configuring, troubleshooting, and supporting end-user devices in an enterprise environment.
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN connectivity.
Experience supporting conference room audiovisual equipment, video conferencing platforms, and unified communications technologies.
Hands-on experience with Microsoft Intune for device enrollment, configuration, application deployment, compliance, and endpoint troubleshooting.
Experience using IT Service…