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.
Your responsibilities:
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.
Your profile:
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.
Skills:
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.

Employment type
Full-time

Work arrangement
No