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) is not mandatory

• Flexibility to work on shifts and weekends (06:00 – 14:00; 14:00 – 22:00; 22:00 – 06:00)

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