IT User Support

At Ayesa Digital we grow with you

Every professional in our company is vital to us. Thanks to their talent, we continue to expand; today, we are a global team of over 11,000 people working toward a common goal.

Ayesa Digital is currently participating in high-impact European Union projects designed to address major European challenges and drive innovation and digital transformation. These are strategic technological projects based on collaborative initiatives that stand out for their international focus and strong commitment to socially-oriented results.

We are currently looking for an IT User Support & Training Specialist to join an international project supporting IT users within a European Union environment.

The role will focus on providing high-quality IT user support, preparing and maintaining user-facing documentation, and designing and delivering IT training activities. You will combine strong technical and communication skills to ensure that users can effectively understand, adopt, and use IT systems and services.

You will work in an international and multicultural environment, collaborating with technical teams, end users, project stakeholders, and other specialists to identify user needs, resolve technical issues, develop training materials, and continuously improve the user experience and adoption of IT services.

If you are an experienced IT User Support Specialist, IT Trainer, Technical Support Consultant, Application Support Specialist, or similar professional with a strong background in user support, IT training, technical documentation, and international environments, this is your place.

What You Will Do (Responsibilities)

• Provide IT user support, assisting users with technical issues, questions, and the effective use of IT systems and services.
• Analyse and troubleshoot user issues, identifying root causes and providing appropriate solutions or escalating incidents when required.
• Prepare, update, and maintain user-facing documentation, including user manuals, FAQs, user guides, training materials, and course scenarios.
• Design and develop clear and accessible documentation adapted to different user profiles and levels of technical knowledge.
• Design, organise, and deliver IT training sessions for users, ensuring that training objectives and learning outcomes are achieved.
• Develop training materials, presentations, exercises, practical scenarios, and supporting documentation.
• Support the onboarding and adoption of new IT systems, applications, tools, and processes by providing appropriate user guidance and training.
• Gather and analyse user feedback to identify recurring issues, knowledge gaps, and opportunities for improvement.
• Collaborate with technical teams and project stakeholders to ensure that user needs and support requirements are properly addressed.
• Facilitate communication between technical teams and end users, translating complex technical concepts into clear and understandable information.
• Contribute to the continuous improvement of IT support, training, documentation, and knowledge-management processes.
• Participate in an international and multicultural working environment, collaborating effectively with stakeholders from different countries and professional backgrounds.

What We Are Looking For (Requirements)

• University degree corresponding to Level 7 of the European Qualifications Framework, typically a master's degree or equivalent, with a minimum of 10 years of professional IT experience.
• Alternatively, a university degree corresponding to Level 6 of the European Qualifications Framework, typically a bachelor's degree or equivalent, with a minimum of 12 years of professional IT experience.
• Minimum 5 years of professional experience in IT user support.
• Minimum 5 years of professional experience preparing user documentation, including user manuals, FAQs, course scenarios, user guides, or equivalent materials.
• Minimum 5 years of professional experience delivering IT training.
• Minimum 2 years of professional experience working in a multicultural or international environment.
• Very good knowledge of English and French, both spoken and written, corresponding to at least Level B2 of the Common European Framework of Reference for Languages (CEFR).
• Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical users.
• Ability to explain technical concepts clearly and adapt communication and training materials to different audiences.
• Strong organisational skills and the ability to manage multiple support, documentation, and training activities.
• Ability to work independently as well as collaboratively