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Associate Technical Support Engineer (French speaking)

Job Description

 

Associate Technical Support Engineer (French speaking)

THE ROLE

 

ü  Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate company  products and systems with other computer systems being operated by customers.

ü  Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both the company’s business operations and the business operations of customers.

ü  Applies technical support expertise to resolve customer issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field  employees, Chat and Web support calls.

ü  Works closely with peers and internal SMEs to increase knowledge and resolve customer issues.   

ü  Identifies and provides resolutions to technical problems. Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.

 

THE PRINCIPAL DUTIES AND RESPONSIBILITIES

ü  Interfaces directly with customers.

ü  May need to engage or escalate to more senior resources to resolve more complex issues.

ü  After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.

ü  As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.

ü  Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.

ü  As appropriate, determines which tool(s) to use to resolve issues including running tests.

ü  Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.

ü  Works as part of a team ensuring smooth transitions for customer and field reported software issues. 

ü  Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

ü  Participate in eService content creation (self-service) such as Chat, and Support forums.

ü  Validates technical information and issues early warning and disseminates information as needed.

 

THE CANDIDATE

ü  Possess a basic, working knowledge of major operating system software such as UNIX, NT, HPUX, SUN Solaris or AIX. Some positions may also require a working knowledge of MVS.

ü  Computer systems – Prefer knowledge of CPU, memory, busses, I/O, device drivers, buffering, job scheduling, and virtual memory, file systems and file system structure.

ü  Networking –Prefer knowledge of TCP/IP, Ethernet, addressing, mapping, flow control, naming, routing/traffic.

ü  Database – Prefer knowledge of relational and hierarchal, design, file system organization and indexing. 

ü  Demonstrate the ability to assess and respond appropriately to customer issues in a professional manner.

ü  Strong communication skills, organizational skills and interpersonal skills

ü  Systematic thinking skills, including the understanding of architectures and interconnectivity

ü  Fluent French and English

 

Education required:  Bachelors (Computer Science, Electronic Engineering, Cloud or BIS) graduated in the last 18 months.
Experience required:  0-2 years relevant experience

 

Starting Salary: 31,000 € per annum basic

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