SUPPORT TECHNICIAN FRENCH&ENGLISH

Our mission is to enable technology innovation and help people integrate it into their everyday software development and infrastructure solutions are applicable for customers from all over the world. Machine Learning, Automation, Self-Healing Systems, Cloud Services and DevOps are just some of the rapidly evolving technologies that you can find when choosing Cegeka. IT Infrastructure is today for a company like 'water from the tap' or 'power from the mains'.We love entrepreneurial spirits and encourage people around us to be proactive and make the best decisions not only for business, but for their own personal development. The role of engineer evolves very quickly, which means we offer people the best working environment in order to achieve the best results. Our infrastructure engineers quickly develop into T-profiles, where they can build up technological knowledge in the breadth of the infrastructure spectrum. The engineer who was still a 'pure technology specialist' yesterday is now an enthusiastic, positive professional and mission:Cegeka is a System Integrator that provides Managed Services for multiple customers across Europe on a 24 by 7 basis. The Infra Nearshoring Division structure is on four main levels of technical competence: Support Technician, Support Engineer and System Engineer and Architect. The four levels act as a team to ensure customer are part of the Cegeka 1st Level Team and you are our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to provide technical remote support in French and English for our Europe based customers. The 1st Level Team operates in shifts, from Monday to Friday, with working hours between 08:00 AM to 20:00 EET.

What you need to do:

• Improving customer relationship due to professional Service desk support

• Analyzing tickets/requests generated by the customer by calls/email or web submit;

• The tasks are related to:

o Investigating network connectivity issues: Wi-Fi, WAN, LAN;

o Working with: Active Directory, ExchangeVirtuals machines, Citrix Xenapp, SAP, AS400;

o Troubleshooting applications as: Microsoft Office (Outlook issues for ex), VPN (Symantec, F5), AS400, projects specific applications;

o Troubleshooting on: PCs (laptop + desktop), tablet, Thin Client, printers;

o Administrative aspects such as user creation on Active Directory, mailbox/DL creation, other accounts (Wi-Fi etc.);

• Examining all assigned tickets/problems, evaluating complexity, impact and priority

• Giving required support, efficiently and effectively and in accordance with priority and impact

• Escalating problems according to procedures (to the 2nd Level Support Engineers)• Ensuring follow-up of all issues and proper documentation in the incident management tool

• Taking decision regarding open tickets, giving feedback to users

• Perform outbound communication to verify statuses, when missing information or when feedback is needed to proceed

• Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, giving support to colleagues

• Working in accordance with Cegeka quality standards, procedures and work instructions

• Reporting on progress, issues and problems to the supervisor; giving suggestions to optimize service offered and work processes

What you need to know:

• Excellent French skills• Excellent English skills

• Excellent customer support skills

• Good technical skills: hardware/software troubleshooting, remote connectivity, etc

• Team spirit• Punctuality and flexibility

What we offer:

Fixed benefits:

• 22 working days as Annual Vacation + additional days off according to internal policies

• Private Medical Subscription - you can also register your family members at a preferential price

• Free Gym Subscription according to the internal policies

• Bookster and self-development online platforms

• Financial support for personal events, according to internal policies

• Learning and development opportunities and budget

• We offer flexibility when it comes to WFH policy.

Flexible benefits:

Benefit Online platform access, from witch you can choose to invest in:

• Meal tickets

• Professional courses and development programs

• Holiday packages, gifts

• Insurance and private pension packages

• Cultural and entertainment activities

• Special offers from +2000 providers: vouchers, Telecom & Electro IT, private pensions and insurance, Sport & Wellness, restaurants, hobby and smart experience, medical services