TECHNICAL IT SUPPORT – Level 1 – with French language
REQUIREMENTS
• Sourcing of 2 Ticketing
Technicians – A very good level of speaking, writing, and reading in French is
required
• Experience on L1 (Level 1) activities (ticket
classification / procedure application / estimation of the capacity to process
and transfer to L2 / L3 according to urgency and/complexity).
· Work schedule (09:00 - 17:30; 10:30 – 19:00)
General
task:
To assist customers (internal / external) via ticketing system, to respond to requests and to L1 tickets (rapid and low-tech response) and to forward the requests.
MAIN
ACTIVITIES (the list is not exhaustive)
• to
respond to simple incidents using monitoring resources and to ensure the
follow-up of small maintenance operations;
• to run
scripts in Linux or Windows according to procedures;
• Ensure
customer support via phone calls (level 1 customer assistance: problem
description and support according to FAQ);
• to
update procedures and additional documentation;
• to
classify customer and internal IT requests according to existing procedures
• to respond
to tickets and level 1 IT requests (fast and non-technical response) by
following existing procedures.
Performance indicators
•
Internal / external customer satisfaction.
•
Compliance with job requirements (GTIs, etc.) and productivity
PROFILE AND SKILLS
High school
diploma or high school + special technical course.
Required Skills
1. Technical skills:
•
General knowledge of IT tools (Windows, office automation, etc.);
•
Windows and / or Linux OS;
• Use of a ticketing tool
2.
Personal skills:
•
Ability to analyze and synthesize
• Ability to work in a team
•
Adaptability
•
Listening and communication skills
•
Autonomy on simple documented tasks
•
Ability to work with a remote team
TRAINING AND ONBOARDING
·
Will
be provided specific trainings for internal tools