N1/2 Technical Support Officer M/F

Level 1 and 2 Technical Support is responsible for providing assistance to users as well as support for solutions to clients and their IT service providers. It accompanies users in resolving technical issues and in implementing the settings necessary for connections and data exchanges.

Level 1 support missions:

• It accompanies companies in the use of solutions while ensuring compliance with internal procedures.
• It assists users in the configuration and setting up of online applications.
• It monitors error or rejected transactions in order to identify necessary corrective actions and define their priority level in accordance with the directives of the Support Manager.
• It records incidents, ensures their follow-up, and ensures they are handled.
• It accompanies companies as well as their IT service providers in the diagnosis and resolution of technical incidents.

Level 2 support missions:

• It supervises and accompanies the employee in charge of first-level user support.
• It administers and enriches the knowledge base relating to incidents across all solutions.
• It coordinates, in connection with the Support Manager, requests requiring level 3 intervention with technical partners.
• It participates in the technical validation of EDI exchanges and verifies the compliance of message formats (EDIFACT, TXML, CSV).

Transversal activities:

• It contributes to the continuous improvement of internal procedures and incident management tools.

Responsibilities:

• Within the scope of its functions, it applies the directives and procedures defined by the Support Manager. It ensures regular reporting of its activity to the latter as well as to the Management.

Profile sought:

• Professional mastery of English, both written and spoken.
• Good knowledge of office tools.
• Mastery of the Windows environment.
• Understanding of Internet network protocols and operating principles.
• Knowledge of Electronic Data Interchange (EDI) is appreciated.