L1/L2 Support
Fentange, LU
il y a 3j
source : Monster

MyNextCompany is looking for an IT support engineer consultant for one of its clients based in Luxemburg.

You will be working on :

  • 1st level of remote technical support on Hardware and Software Incident tickets on servers and storage equipment
  • Read the incident information provided by Call Taking (L0), Customer (Web Call or Mail) or Event Management tool (Auto Call)
  • Take ownership of a ticket and add a note visible by the customer indicating that the incident is managed by a Qualifier
  • Contact the customer (mail from the ticketing tool) to get additional information (log, screenshot, equipment, ) and document in the Incident ticket
  • Based on the error codes (from logs analysis or initial information), look in the Knowledge Databases to identify a solution
  • Update the ticket with the incident solution provided to the customer and put status Resolved if a remote solution is successfully implemented
  • Identify the necessary Spare Part before moving the incident to Resource Dispatching if an onsite intervention is needed
  • Escalate corresponding Remote Expert (L2) if no solution is identified
  • In case of remote access for a remote diagnosis, getting the authorization to access from the Customer
  • Contribute to customer satisfaction (behaviour, reporting, listening and communication).
  • Respect contractual commitments (KPIs) and specific processes.
  • Respect the technical and administrative procedures related to the incident management
  • Create an activity report according to the procedures at the end of each action
  • Interface with technical support on complex issues.
  • Skills Needed :

  • Employee with a strong motivation to grow his / her expertise and skills to develop towards L2 roles.
  • Autonomous, technical training
  • Customer Local native language (French, Spanish, German) and English as a second language capabilities (technical) at CEFR B2 (upper intermediate)
  • Good knowledge of IT infrastructures
  • 24 / 7 availability potentially required (on duty)
  • Undergraduate Degree (Technical Major at College)
  • Rigorous work methodology
  • Works well in a team
  • Initial Technologies may include :



  • CVVP-v11 certified
  • CCD Commvault Core, Enablement certified
  • NETAPP :

  • Duration : 9 months

    If you recognize yourself in this job description don't hesitate to apply and we will get in touch with you ASAP.

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