Support Team Supervisor
il y a 4 semaines
AS International Group, a consultancy and innovative IT solutions provider, is recognized as a key partner for large corporations and SMEs in their digital transformation strategies.
We are seeking a Support Team Supervisor (F/H) to collaborate with a major client.
You will join the international N2 support team and engage with user work environments.
Main Responsibilities:
- Analyze and determine the nature of incidents, provide appropriate responses, and escalate issues when necessary,
- Monitor the resolution of incidents and keep requesters informed of progress,
- Deliver level 2 user support (analysis, tracking, resolution of complex incidents),
- Conduct log analysis to prepare a package for level 3 support to assist in incident resolution,
- Manage incident tracking through the ticketing system,
- Maintain support documentation (N1 & N2) and ensure technical documentation and procedures are current,
- Test and provide feedback prior to the deployment of solutions on projects,
- Participate in, monitor, and report on projects involving the support team (action plans, progress, blockers, etc.),
Technical Environment: Office 365, Azure, Active Directory, TCP/IP Networks, Windows Server, Windows 10 and 11, Remote Access VPNs, Intunes, and ITIL Knowledge, Zscaler.
Candidate Profile:
- Master's degree in Computer Science
- A minimum of 5 years of experience in a similar role
- Fluent in English
- Demonstrates autonomy, organization, and attention to detail.
- Capable of diagnosing, prioritizing, resolving, and escalating issues.
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