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Associate Technical Support Engineer (French speaking)
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.
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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