IT Support Engineer (FAP-BC-IQS-2026-229-GRAE)

Within the FAP Department, you will join the Business Computing (BC) Quality and Service Team and contribute to delivering high-quality IT services across the organisation. You will play a key role in providing second-line support for business applications, coordinating hardware support activities, assisting users, and helping improve service processes through automation and documentation. This position offers a unique opportunity to work in a diverse IT environment, collaborate with experts across multiple domains, and gain hands-on experience in IT support, service management, hardware lifecycle management, and process improvement.

User Support & Service Delivery - Provide second-line support for Business Computing applications, investigating and resolving user issues. - Deliver technical assistance and guidance to users of Business Computing services and applications. - Coordinate with application experts, IT specialists, service providers, and support teams to ensure timely resolution of incidents and service requests. Hardware & Asset Management - Provide hardware-related support to designated users and coordinate equipment interventions, office moves, and replacements. - Manage computer equipment inventory, stock levels, asset tracking, and associated administrative processes. Documentation & Knowledge Management - Create, maintain, and enhance technical documentation, software installation guides, knowledge base articles, and operational procedures for the team and Service Desk. Operational Improvement & Security Coordination - Contribute to IT security activities by liaising with security experts and promoting good security practices. - Identify and implement opportunities to streamline and automate operational and administrative processes.

Experience in one or more of the following areas would be considered an advantage: - Windows and Mac workstation administration and troubleshooting. - Hardware deployment, inventory management, or asset management. - IT support, help desk, service desk, or technical user support. - Experience with ServiceNow. - Technical documentation and knowledge management. - IT service management practices and ticketing systems.

- Interest in IT support, technology, and helping users. - Basic understanding of computer systems, hardware, networking, and cybersecurity. - Strong problem-solving and communication skills. - Ability to work collaboratively in a team environment. - Organised, reliable, and eager to learn. - Interest in improving processes and finding efficient ways of working. - Spoken and written English, with a commitment to learn French. Eligibility criteria: - You are a national of a CERN Member or Associate Member State . - By the application deadline, you have a maximum of two years of professional experience since graduation in Computer Science / Computer Engineering (or a related field) and your highest educational qualification is either a Bachelor's or Master's degree . - You have never had a CERN fellow or graduate contract before. - Applicants without University degree are not eligible. - Applicants with a PhD are not eligible.