Support Team Supervisor

il y a 4 semaines


Paris, Île-de-France AS International Group Temps plein

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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