On-site User Support Technician (M/F)
RESPONSIBILITIES:
We invite you to take on new challenges and evolve through expertise and innovation projects by joining the Econocom adventure. Through its Workplace Infra Innovation brand, the Econocom group asserts itself as the leading digital company in Europe, the 7th ESN in France, and the leader in Workplace managed services for 4 years. Within the Services activity in the Ile de France region, we support more than 40 major accounts and public institutions across all sectors in the transformation of their information systems by providing human and technical resources. Missions and responsibilities:
- Answer telephone calls,
- Process and follow up on user requests,
- Follow up on tickets using the ITSM tool,
- Diagnose faults,
- Guide users through fault resolution "live",
- Assist in resolving business and technical issues,
- Ensure that every problem is treated without interruption and within deadlines,
- Perform regular follow-up calls to users to track the resolution of their problems,
- Assist users during the installation phase of their device,
- Personalize user support based on their situation,
- Redirect the request to the identified support in case of escalation,
- Trigger N2/N3 expertise and coordinate the resolution,
- Propose appointments for problem resolution
What we offer you: Values: in addition to our 3 fundamentals which are audacity, good faith, and reactivity, we guarantee attentive and local management, as well as a family atmosphere Compensation package & benefits:
- Salary: annual gross remuneration according to profile and skills
- Basics: family mutual insurance and contingency, restaurant vouchers, 50% reimbursement of public transport, CSE benefits (culture, travel, holiday vouchers, and gifts), RTT (up to 12 per year), savings plan, profit-sharing bonus
- Our extras: soft mobility & Green package (bike/scooter and carpooling), €1000 gross referral bonus, IT equipment e-shop at preferential prices (smartphone, tablet, etc.)
- Your career: career plan, technical & functional training programs, obtaining certifications, unlimited access to Microsoft Learn
- Quality of life at work: teleworking with allowance, festive and collaborative events, disability and occupational health support, CSR commitments
PROFILE SOUGHT:
- Successful experience in a similar role.
- Expertise in IT equipment maintenance and systems management.
- Very good level of English (written and oral), indispensable in an international context.
- Ability to work in a team
- Flexibility and ability to adapt to technological and organizational evolutions.
- Excellent verbal and written communication.
- Aptitude to establish and maintain positive professional relationships.
- Knowledge of Windows 10 and 11 if possible
- Network equipment: Patching / Switch Installation / Cable management
Customer service orientation:
- Strong orientation towards user satisfaction.
- Empathy and active listening to understand user needs.