As part of our support department, your responsibilities will include:
- Handling phone calls and emails related to the use of our backup solutions (level 1 or level 2 support)
- Processing client requests and issues (qualification, prioritization, analysis, diagnosis, resolution, verbal or written feedback to clients)
- Communicating with the client throughout the life cycle of each case
- Full follow-up of client tickets and logging of actions taken in Gitlab (ticket management)
- Proposing workarounds for incidents encountered or escalating them to the development department
- Taking part in validation testing of new versions of the backup software
- Training new users and installing the backup software on their premises
- Contributing to the writing of documentation and procedures
- Maintaining the internal IT equipment
- Possible on-call duty from home
Initial training with the technical support manager
Desired profile
Experience: 2 years
Skills:
- Ability to diagnose an issue reported by the client
- Taking remote control of the system if needed
- Ability to write a ticket, describing the issue and the steps taken up to resolution or escalation to the development department
- Ability to train users and administrators in a clear, educational way
- Windows and Linux operating systems
Professional qualities:
- Autonomy
- Rigor / Responsiveness
- Organization and work methods
- Teamwork
- Good interpersonal skills / Teaching ability
Additional information
Qualification: Technician
Working hours: 35 hours per week
Place of work: Mulhouse, with the option of working remotely 1 day per week
Compensation: Depending on profile + Health insurance + Vacation bonus + Profit-sharing