Technical Support Engineer – French Speaking
Role Purpose :
This is an exciting opportunity to join our Global Service Centre Team as a Technical Support Engineer, where you will perform monitoring & troubleshooting on an advanced level and provide technical support to clients who need your help to diagnose and resolve IT issues.
You will support multiple customers globally by identifying issues raised, responding or escalating as required, or liaising internally to ensure client enquiries are answered and resolved within agreed time guidelines.
You will also be responsible for carrying out an advanced level of troubleshooting on operating issues, network availability and reachability.
If you are always supporting your team, you thrive in a fast-paced role, provide excellent customer service, and demonstrate a high degree of client satisfaction in all the work you do this is the environment you will thrive in.
We are an international team of innovators who will give you the freedom to grow on a global account while working within a supportive local team.
Knowledge and Experience :
- At least 2-4 years’ experience in a technical support environment
- Experience in Unix / Windows server administration
- Experience in storage, virtualization, backups is beneficial (vCenter and VM)
- Experience on NetBackup
- Knowledge of Networking concepts
- Excellent English level as well as French
- Strong communication skills and proven customer focus
- Desire and willingness to continuously develop
- Great analytical & troubleshooting skills
Responsibilities :
- Carry out advanced level of troubleshooting on operating system issues, network availability and reachability
- Provide accurate and creative solutions that meet pre-defined quality measures
- Receive and record client enquiries and process relevant documentation
- Work in a 24 / 7 environment, on a rotational shift pattern basis to meet client expectations (flexible rotations internally discussed within the team)
- Using automated diagnostic programs to solve network problems
- Initial triage and resolution of incidents using various ITSM tools
- Extend technical support to other L3 Resolver groups
- Monitoring & Management of Backup Application
- Responsible for the uptime of the various client projects being managed / monitored
- Ensure that the tickets raised per shift are closed as per SLA and if not escalate as per the escalation Matrix defined.
- Raise and update the tickets in ticketing system for all the issues handled / worked upon.
- Assist Team Leader in monthly weekly reports related to team performance and other initiated projects.
- Provide guidance & training to junior colleagues
What we offer you :
We are committed to workplace diversity and provide an inclusive environment with equal opportunities for all employees.
We partner with world class experts to bring you the latest in learning and development with training in leadership, technical and personal development.
We believe you should be able to enjoy a healthy work-life balance, which is why we actively encourage flexible working arrangements.
You’ll have the unique opportunity of being part of the team which establishes anddevelops Getronics’ operations in Romania.
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