Technical Support Analyst

Technical Support Analyst

Location: Lille, France

About Blancco Technology Group

Blancco Technology Group is a global leader in data erasure and mobile diagnostics, providing cutting-edge solutions that help organisations securely manage and repurpose their IT assets.

Our technology enables businesses to enhance security, meet compliance requirements, and embrace more sustainable IT practices.

As we continue to grow, we are looking for a Technical Support Analyst to join our team in Lille. If you’re passionate about technology, problem-solving, and delivering exceptional customer service, this is a fantastic opportunity to kick start or grow your career in technical support.

About the Role

As a Technical Support Analyst, you will provide enterprise-level software and hardware support to our customers across various platforms, including servers, desktops, mobile devices, and virtual environments. You will play a key role in troubleshooting technical issues, guiding customers through solutions, and ensuring a seamless support experience.

This role is ideal for a proactive, detail-oriented individual with a strong technical foundation and a commitment to outstanding customer service.

What You’ll Need

Technical Skills & Knowledge:

• Hands-on experience with Windows and Unix operating systems.
• Familiarity with storage devices, virtualisation, desktops, and mobile devices.
• Ability to diagnose, troubleshoot, and resolve basic software and hardware issues efficiently.
• Experience using helpdesk software, such as JIRA Service Management, is a plus.
• Understanding of fundamental IT solutions, concepts, and environments, including Windows/Linux administration.

Communication & Customer Service:

• Strong customer service skills, with a keen eye for detail.
• Fluent English and French, both written and verbal (fluency in Spanish, Italian, or Dutch is a bonus).
• Ability to write clear, professional communications for internal and external audiences.

Education & Mindset:

• Degree in IT, Computer Science, or a related field (or equivalent technical training/experience).
• Motivated, adaptable, and a team player who thrives in both independent and collaborative environments.

Your Responsibilities

Customer Support & Troubleshooting:

• Log, analyse, and resolve customer technical issues within defined SLA timeframes.
• Support multiple customers with varying levels of priority and complexity.
• Provide clear, professional communication via phone, email, and support portals.
• Research internal and external documentation to identify and present solutions effectively.

Collaboration & Escalation:

• Work closely with senior support engineers and regional managers to escalate and resolve complex issues.
• Proactively collaborate with internal teams to drive quicker resolutions for customers.

Knowledge Sharing & Process Improvement:

• Contribute to technical knowledge bases and best practices to improve customer support.
• Ensure all interactions are accurately recorded in helpdesk software, following Blancco’s Technical Support Process Guide.

What We Offer

A dynamic and supportive work environment where you can grow your career in technical support.

Training and development opportunities to enhance your skills and technical knowledge.

The chance to work with a global team of experts in a company at the forefront of data security and diagnostics.

A positive, collaborative company culture, with regular team events and activities.

If you’re looking for an exciting opportunity to develop your technical support career in an innovative and fast-growing company, we’d love to hear from you!

Apply today and join our team in Lille!

** At Blancco, we manage our hiring process internally and do not engage with recruitment agencies. Please note that unsolicited CVs or candidate profiles sent to us will not be considered or responded to. Thank you for your understanding. **