Outsourced IT support technician: a dedicated helpdesk for your users
Forgotten passwords, printers, email, VPN access: everyday IT requests often land with the employee who is most comfortable with computers. MaaSil recruits a dedicated support technician for you, who handles your users' requests remotely, in your ticketing tool and following your procedures.
The duties of an outsourced IT support technician
They are the first point of contact for your users:
- Request intake: handling by ticket, email, chat or phone.
- Level 1 support: password resets, access, email, printers and common software.
- Level 2 support: in-depth diagnosis of incidents on workstations, applications and the network.
- Remote control: direct intervention on users' workstations, with their consent.
- Joiners and leavers: accounts and workstations for new employees, removal of access on departure.
- Escalation: documented handover of complex incidents to your administrator or provider.
- Knowledge base: writing procedures and tutorials for users.
Which companies is it for?
This role is aimed at SMEs and multi-site companies whose employees regularly need IT support, without justifying a full in-house team. It also suits software vendors who want to strengthen application support for their customers, and IT departments that want to free their administrators from first-level requests.
Skills and tools mastered
We look for patient, pedagogical and methodical technicians, tested on practical cases. Depending on your environment, they use for example:
- Ticketing tools: GLPI, Jira Service Management, Zendesk, Freshservice.
- Remote control: TeamViewer, AnyDesk or the tools built into Microsoft Intune.
- Environments: Windows, macOS, Microsoft 365, Google Workspace, Active Directory.
- Network and hardware: VPN, Wi-Fi, printers and peripherals.
- Communication: clear French, a teaching approach with non-specialists, and AI-based assistants for the knowledge base.
Why outsource your IT support with MaaSil
A technician who knows your users
Our consultants stay on the same assignment for 3.5 years on average.
Continuity of service
Equipped premises, hardware provided by MaaSil, and internet and power backup solutions.
Conditions that build loyalty
A MaaSil talent in application technical support benefits from health insurance, retirement, remote work and autonomy.
No HR management
MaaSil handles the contract, payroll, equipment and follow-up of the talent; you steer the assignments.
How does the recruitment process work?
- 1
Discovery
We analyze your business, your tools, your processes and the personal qualities you are looking for.
- 2
Search
We select the best profiles after a series of tests and in-depth interviews.
- 3
Final interview
You meet the shortlisted candidates and put them through your usual hiring process.
- 4
Start
The assignment begins with a supervised 2-month trial phase, with full integration into your tools.
Frequently asked questions
Can the technician answer our employees by phone?
Yes, by phone, chat, email or through your ticket portal, depending on the organization you choose. They speak French and follow your procedures.
What hours can they cover?
Their hours are defined with you from the discovery phase. With a 1 to 2 hour time difference between Madagascar and Paris, they easily cover your teams' working day.
What happens when a physical intervention is needed?
The technician diagnoses the incident remotely and guides the user. If necessary, they coordinate the intervention of a local provider or an on-site contact and document the ticket.
How much does an outsourced support technician cost?
It depends on the level of support expected, experience and working time. Recruitment, contract, payroll and equipment are included. Our rates are on the Pricing page; a quote is also possible.
Do you want to outsource this role?
Tell us about your needs: we will present profiles selected for your company.
Request a quote →