Functions and Responsibilities: Management and resolution of incidents and requests transferred to level 1 on the IT services of the corporate catalogue by the owners of said IT services.
Communication/updates on incidents to business by chat and/or email.
Monitoring system performance.
Knowing the corporate IT Services catalogue.
Knowing and applying the incident and service request management processes defined in the company.
Knowing in detail the escalation matrix to the company's support groups for precise escalation to level 2.
Addressing any queries from users.
Providing assistance to IT services related to the onsite microcomputing field in the office (User station, printing and videoconference rooms, inventory management, purchases/orders to suppliers).
Staying up to date with updates and changes in the company.
Requirements: Must have requirements: +3 years of experience in a similar position.
Higher technical qualification.
Good level of spoken and written English: +B2.
Knowledge and experience with ticketing tools, Service Now at level 1 technician level is a plus.
Experience in resolving incidents related to degradation or unavailability of IT services.
Experience controlling and maintaining Linux and Windows networks and servers.
Knowledge of SQL/Oracle/Postgres databases.
Experience working with software management (installation, uninstallation, configuration, software centre) and hardware (platform, peripherals, etc.)
on endpoints.
Advanced computer skills, including office tools.
Experience as a user of computer applications.
Good communication skills with clients and suppliers.
Ability to effectively guide users.
Quick learner, highly motivated.
Organisational and problem-solving skills.
Ability to solve problems.
Ability to handle multiple requests and incidents simultaneously without losing sight of the objective.
Ability to collaborate with other work teams.
Proactivity and easy learning of new tools or those of the company.
Nice to have requirements: +5 years of experience in a similar position.
Knowledge of French.
ITL foundation/ISO 20000.