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Support Technician (M/F)
Reference number: ENG-GRE-CLM-TechSupp
**Locations**:
- Grenoble
Comarch is recruiting an experienced Support Technician (M/F) to join its team.
YOUR MISSION
- You will be part of a team of experts responsible for supporting our customers' production projects;
- As part of this role, you will be responsible for Level 1 and 2 support for our customers, and your tasks will include the following:
- Analysing, classifying, prioritising and recording requests in the internal ticketing tool;
- Proactive monitoring using the operating tools provided (Nagios, LogHub);
- Resolving Level 1 and sometimes Level 2 incidents (based on procedures) in compliance with contractual service commitments, and escalating other incidents to the next level;
- Tracking tickets in the internal tool;
- Supplying and updating the knowledge base (problems and solutions based on procedures);
- Application of Level 1 and sometimes Level 2 procedures;
- Escalation of incidents to level 3;
YOUR PROFILE
- You have a 2/3-year higher education qualification with a specialisation in IT or significant experience in support or service desk;
- You are recognised for your listening skills, your sense of service and your ability to work independently;
- You have knowledge of bug tracking tools (Mantis, Testlink, Bugzilla, Jira, etc.);
- You know and like working in a team in an international context;
- A web culture would be a plus;
- You have a good level of English.
- A web culture would be a plus;
- You have a good sense of customer service
