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 :
DELL / EMC CAS, DATADOMAIN, ISILON, ISM, NAS, UNITY, VMAX, VNX, AVAMAR, )
CCD Commvault Core, Enablement certified
HCI & SOLIDFIRE
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.