Job Description

Roles & Responsibilities

As part of the customer relations team, you will join a technical support team of around ten people.
Your role will be to provide remote technical support for our hardware and software solutions, assisting our customers on a daily basis.

This position is RUN-oriented, with a high volume of daily exchanges and a strong requirement for rigor, reliability and quality of service.

Your daily tasks: 

• Handle customer requests via various channels (tickets, calls, emails)
• Understanding, qualifying, and analyzing user needs in order to diagnose incidents
• Manage and resolve technical incidents independently, providing appropriate solutions or implementing workarounds.
• Escalate complex incidents to expert teams (N2/N3, R&D) when necessary
• To guarantee the quality of service and the company's image, by ensuring regular follow-up and clear communication with clients

Desired Candidate Profile

What if we talked about you?

• Solid knowledge of networks and peripherals (printers, drivers)
• Understanding of network protocols (FTP, TCP/IP, DNS, DHCP) and how they work
• Good command of Windows environments and basic knowledge of Active Directory (accounts, permissions, GPO)
• Concepts of virtualization (VM)
• Ability to analyze and debug web applications
• Use of ticketing tools and log analysis
• Interpersonal skills:
• Enthusiasm and a positive attitude
• Good interpersonal skills and team spirit
• Proactive and solution-oriented
• Sense of service and rigor
• Ability to work independently while collaborating effectively
• Excellent command of spoken and written French.