Level 1 Technical Support Engineer I, Cds

il y a 1 mois

Paris, France Philips Temps plein

**Job Title**: Level 1 Technical Support Engineer I, CDS

Seeking a highly skilled coordinator to join our Professional Services (PS) team. Position is responsible for providing Technical Support to our International customers - Europe, Middle-East, Asia-Pacific, reporting to the Director of Professional Services, International. No on-call during outside office hours needed for this position. 24/7 is achieved via our France and US support desks. The position is based in Paris, France.

**Your role**:

- Managing and answering queries and complaints from installed customers
- Performing a preliminary diagnostics and identification of the issue
- Troubleshooting network, hardware or configuration issues
- Escalate and collaborate complex issues to Level 2 support team
- Escalate to support management critical issues
- Updating and improving tech support documentation (HowTo, etc.)
- Maintain high levels of customer satisfaction and manage expectations with clear and frequent communication

The job requires excellent problem solving and critical thinking skills, as well as excellent communication skills.

**Minimum Qualifications**:

- Fluency is required in French and English.
- Excellent communication and customer service skills
- Three years’ experience providing software technical support
- Methodic and organized
- Excellent verbal and written communication skills
- Basic knowledge of SQL
- Good knowledge of network topologies and infrastructures
- Technical troubleshooting experience
- Full proficiency with Microsoft Office Suite

**The following would be a plus**
- Experience in healthcare IT, including HL7 integration engine
- Knowledge of Active Directory Microsoft
- Knowledge of medical devices
- German fluency would be a plus

**About Philips**
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
- Learn more about our business.
- Discover our rich and exciting history.
- Learn more about our purpose.

LI-EU

Paris-Jobs

********

Recherche d’un technicien support niveau 1 pour rejoindre notre équipe Services Clients (Professional Services - PS), rattaché directement au directeur de l’équipe. Le poste fournit des services de Support Technique à l’ensemble de nos clients de la zone Internationale - Europe, Moyen-Orient et Asie-Pacifique. Le poste n’inclut pas d’astreintes, le 24/7 pour nos clients est assuré par une rotation des équipes américaines. Le poste est situé à Paris.

**Tâches et responsabilités principales**:

- Prise en charge des plaintes clients
- Chargé du diagnostic préliminaire et de la qualification du problème
- Diagnostique de problématiques réseau, paramétrage logiciel, défaut matériel, etc.
- Développement de la satisfaction client au travers de points d’informations réguliers
- Mise à jour et amélioration continue de la documentation support (HowTo, etc.)
- Travail en collaboration avec la 2ème ligne de support pour la résolution de problèmes complexes

Le poste exige un excellent relationnel interne et un degré élevé de flexibilité. Une très bonne autonomie et un fort esprit d’équipe sont également requis. Une personnalité attentive aux détails, une attitude positive, un état d’esprit axé sur les solutions et des compétences interpersonnelles sont nécessaires.

**Minimum Qualifications**:

- Anglais courant
- 3 ans d’expérience au sein d’une équipe de support logiciel
- Sens du service
- Méthodique et organisé
- Excellente capacité de communication à la fois externe et interne
- Aisance à l’oral ainsi qu’à l’écrit
- Connaissance de bases de données SQL
- Très bonne connaissance des équipements et des protocoles réseaux (dont TCP/IP)
- Maîtrise des environnements Microsoft

**Preferred Qualifications**:
**Les compétences suivantes sont un plus**:

- Expérience dans le secteur de la santé ainsi qu’avec des moteurs d’intégrations HL7
- Connaissance de l’Active Directory Microsoft
- Connaissance des dispositifs biomédicaux (respirateurs, moniteurs)
- Maîtrise de l’allemand

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