Technical Support Engineer at Hypernode serving as the first point of contact for customer queries. Assisting with technical issues related to web hosting and ensuring high - quality support.
About the role
- Technician providing IT support for users and maintenance in an inclusive service company specializing in durable jobs for individuals with disabilities. Involves various IT tasks and user assistance.
Responsibilities
- You will be responsible for local Level 1.5 IT support / user support and act as the technical focal point on sites: maintenance of system and application software, networked PCs and laptops, and workstation configuration
- Maintain PCs and IT peripherals
- Maintain digital support tools: interactive whiteboards and displays, cameras, tablets, etc.
- Install and maintain IT equipment and software (remotely or on-site)
- Perform compliance tests on installations
- Advise and support users in getting started with and using their software tools
- Handle user requests: incident management and troubleshooting
- Track the handling of user calls/tickets
- Populate and use the incident database: follow-ups, consolidation, documentation of problem resolutions, trend analysis, etc.
- Participate in identifying and analyzing issues encountered
- Perform ticketing and report on your activity
- Contribute to user satisfaction: quality and timeliness of resolution (SLA)
- Contribute to continuous improvement: identify opportunities, propose solutions with associated benefits, implement and deploy
- Enrich the knowledge base and validate entries proposed by agents and technicians within your scope
- Ensure traceability and reliably estimate remaining work for your activities to your Team Leader according to project processes (time tracking, allocations)
- Update procedures and monitor technology trends.
Requirements
- Initial successful experience in IT support within an industrial environment
- Technical IT skills in System & Network Support Level 2 and User Support
- Experience with industrial software; knowledge of 3D modeling software (CATIA) and industrial SCADA supervision systems
- Familiarity with or certification in ITIL
- Fluent French and English required (written and spoken: minimum B2 level)
- Required qualities: high degree of autonomy, analytical mindset, rigor, proactive approach and ability to make suggestions, punctuality, curiosity (investigation skills), and good work organization.
Benefits
- Meal vouchers
- Company savings plan
- Holiday bonuses
- 50% public transport reimbursement
- Works council benefits (CSE)
- Supplementary insurance (prévoyance)
- Supplementary health insurance (mutuelle)
- Gift vouchers
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