The IT Support Level 3 agent contributes to the management, maintenance, and improvement of the company's IT infrastructure. They intervene as escalation support for the L1/L2 support teams to resolve complex incidents related to Windows environments, Microsoft 365, Entra ID, Intune, endpoint security, and essential infrastructure services (DNS, DHCP, Exchange Online, Teams, etc.). They also participate in environment monitoring, alert handling, operational security, and technical documentation.

In this role, he/she is responsible for:

• Providing Level 3 technical support on server environments, Microsoft 365, Intune, security, and network infrastructure.
• Diagnosing and resolving complex incidents (Windows Server, Active Directory, Entra ID, DNS/DHCP, M365, Intune, Teams, Exchange Online, etc.).
• Performing root cause analysis (RCA) and proposing sustainable corrective actions.
• Monitoring the infrastructure using monitoring tools (SolarWinds, Defender, M365 portals).
• Managing accounts, permissions, and policies in Active Directory and Entra ID (MFA, CA, groups, licenses).
• Administering Microsoft 365 platforms: Exchange Online, Teams/Teams Rooms, SharePoint/OneDrive.
• Managing and troubleshooting workstations and devices via Intune (compliance, configuration profiles, Autopilot).
• Handling and following up on alerts from Defender for Endpoint & O365 solutions.
• Maintaining technical documentation, operational procedures, and best practices.
• Applying current security and compliance policies (ISO27001, NIS2, GDPR).
• Collaborating with systems and network teams on cross-functional incidents.

• Participating in technical evolutions and migrations under the supervision of the infrastructure team.

• Throughout your assignment you will adhere to GDPR, ISO27001, and NIS2 regulations.

Assignment execution conditions:

• The designated consultant will be assigned full-time to the execution of the contract and may potentially provide 440 man-days spread over a period of approximately 2 years, based on a 40-hour work week, during VIVAQUA’s business days.
• Services will be performed at least 3 days per week on-site at VIVAQUA’s Headquarters, potentially discontinuously, unless express exemption is validated by the Head of the IT Department.
• The consultant is informed that they are not authorized to work overtime or outside of business hours (Monday to Friday from 7:00 AM to 7:00 PM) without the express authorization of VIVAQUA.
• The designated consultant must take into account the continuity of service requirements of VIVAQUA and the constraints related to the projects managed when planning their leave and must agree in advance with the Managing Official on this matter.
• The designated consultant must comply with the provisions of the Code of conduct for external service providers of VIVAQUA, this document being available upon request.

Additional information:

The assignment may be renewed for a maximum duration (initial period included) of: 880 working days.