Activities
- Analyze, diagnose and treat or be able to affect to dedicated people incidents level 3 functional support (Level 1: Help Desk; Level 2 Exploitation; Level 3: Application Support).
- Be proactive in the incident resolution.
- Realize the correctives maintenances according to the service level.
- Realize the preventive maintenances base to the daily incidents or to prevent potential incidents to integrate a process which grant a continuous improvement of the service.
- Answer to our users by a level 3 functional support and/or give the information thanks to our technical people.
- Report and enrich our knowledge base for entering in a progress of continuous improvement.
- Working in a collaborative way with all other teams (Generix/ECG, InLab, Betwin…) to determine the incident and follow the applicative road map.
- Update and follow the incident reported by customers.
- Be able to escalate for solving critical incidents and communicate in consequence to our customers.
Required
- Organizing, analysis, and synthesis capabilities.(reporting to the management on project).
- Interpersonal skills and be able to coordinate with different interlocutors.
- Capabilities for team working with others people of the structure.
- Must be patient and customer oriented.
- Capabilities to act quickly to the different problems.
- Be able to understand the orientation of the company in term of IS and its processes.
Knowledge of
- SQL Server (Queries, Stocked Procedure, database)
- Windows server services + PowerShell scripts
- XML languages
- General knowledge of commercial management and offers
- General knowledge of production.
- Good knowledge of products and services.
- Good skills of English (Writing / Talking).
