Support technician N2 M/F

Context

Our client, a global player in delivery services, is looking for a Technicien support N2 H/F to strengthen its teams. The position is based in Villeneuve d'Ascq (teleworking: 2 days / week).

Within the Network Department, under the responsibility of the Technical Support Manager, and at the heart of the expansion project for parcel distribution and collection lockers in France, you will take charge of level 2 technical support requests from level 1 or regional agencies, with a constant concern for service quality and satisfaction.

Mission

• Handle inbound BtoB requests (tickets and emails) remotely, responding to customer queries and support requests on software and hardware issues associated with automated instructions,
• Diagnose the technical faults that have occurred, define the solution and manage the repair to reduce the downtime of the sets,
• Contact subcontractors or other Level 3 specialists to resolve problems,
• Supervise curative and preventive maintenance activities,
• Participate in the creation and updating of documentation and operational procedures,
• Make proposals to improve the level of service and reliability of automated lockers.

Profile

You have a 2 or 3 year degree with a technical IT background.

Ticketing tools, operating and monitoring systems, the Office 365 suite, Teams and Outlook 2016 are no secret to you.

You are recognised for your autonomy, your sense of customer service, your responsiveness, your sense of organisation and priorities, your ability to manage stress and your taste for teamwork.

You have a strong interest in new technologies and you must have a good command of professional English.

Work environment

Company