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Ricerca per "Technicien de support N2"

Technicien de support N2  

Sede

Svizzera, Vaud, Ecublens

Settore:

Informatica

Ruolo:

IT/Technology

Data ultimo aggiornamento: 20/05/2022

attività 

Descrizione annuncio

Meanquest est une entreprise Suisse de services informatiques, spécialisée dans l'infrastructure IT, la sécurité, les services managés, le cloud computing ou encore le placement de personnel. Plus de 100 collaborateurs hautement qualifiés mettent à profit leur réactivité, leur professionnalisme et leur savoir-faire pour apporter des solutions innovantes et parfaitement adaptées aux exigences de nos clients. Nos succursales à Ecublens (VD), Meyrin (GE) et Givisiez (FR) assurent une présence locale et une proximité.

 

Aujourd'hui nous sommes en quête de notre futur(e)

 

Technicien(ne) de support N2

 

Contexte :

Nous offrons la perspective de rejoindre une société à taille humaine, attentive au bien-être de ses collaborateurs, avec des perspectives de croissance de long terme, très solide sur son marché (clients, partenaires...). Face à des environnements informatiques de plus en plus complexes, le centre de service est un point de contact privilégié pour nos clients pour leurs incidents et demandes. Nous nous efforçons d'apporter à notre clientèle des réponses personnalisées et sur-mesure pour garantir leur satisfaction.

 

En tant que technicien(ne) Support N2, vous répondez au responsable du centre de service. Vous êtes un acteur clé au sein de notre centre de Service avec pour objectif de maintenir un niveau opérationnel élevé garantissant la satisfaction de votre portefeuille de clients. Ce poste nécessite de bonnes bases techniques et une capacité de communication et de rigueur qui vous permettront de garder un contact privilégié avec vos clients.

 

Missions :

  • Traiter des tickets escaladés 
    • Qualification et traitement des tickets escaladés au N2
    • Assurer une assistance technique par téléphone et se déplacer chez le client si nécessaire
    • Communiquer aux clients lors du traitement du ticket
    • Détecter les problèmes, les créer dans l'outils, puis les diriger vers la bonne ressource ou les suivre.
  • Gérer son portefeuille de clients en tant que référent technique 
    • Garder un contact étroit avec le Technical Account Manager (TAM) pour être au courant des évolutions d'infrastructure
    • Garder un contact privilégié avec ses clients
    • Se déplacer de manière régulière chez ses clients pour assurer le support de proximité
    • Effectuer le suivi opérationnel des comptes (surveillance des tickets en cours)
    • Maintenir la documentation à jour (base de connaissance et procédures)
  • Participer à la maintenance des infrastructures
    • Mettre à jour les infrastructures des clients
    • Corriger les problèmes rencontrés
    • Remonter au TAM les possibilités d'évolution constatés
  • Participer aux projets
    • Exécuter les tâches déléguées par le chef de projet
    • Rendre compte de l'évolution des tâches
    • Remonter les problèmes rencontrés
  • Mettre à jour de la documentation  
    • Contribuer à l'enrichissement, le maintien et la cohérence de la base de connaissance
    • Contribuer à la rédaction de procédure, formulaire et guide utilisateur
  • Tâches transverses pour l'ensemble des collaborateurs    
    • Assurer le suivi et la communication avec les utilisateurs et le service de ventes
    • Transmettre la réclamation d'un client au responsable du centre de service pour l'amélioration du processus et/ou l'adaptation des niveaux de services

 

Profil recherché :​

  • Formation certifiée et reconnue en Suisse dans le domaine du Helpdesk, de l'informatique
  • Expérience avérée de minimum 3 ans dans une société de service en tant que technicien avancé
  • Très bonnes connaissances en réseau
  • Très bonne maitrise pour l'administration de poste Windows, utilisateurs et serveurs (AD, sécurité, GPO, ...)
  • Connaissance des environnements MAC un plus
  • Très bonnes connaissances des applications bureautiques de base
  • Connaissances ITIL (certification foundation est un plus)
  • Permis de conduire catégorie B obligatoire.

Votre sens du service, votre esprit d'équipe et votre relationnel vous permettent d'être force de proposition.

 

Langues :

  • Français : courant indispensable
  • Anglais : Minimum B2 obligatoire

 

 

Aptitudes personnelles :​

  • Sens du service
  • Capacité à travailler en équipe et d'intégration
  • Esprit d'initiative et autonomie sur les sujets confiés
  • Capacité d'organisation
  • Rigueur et précision
  • Résistance au stress
  • Capacité rédactionnelle
  • Esprit d'analyse.

 

Vos avantages à nous rejoindre :

  • Contact humain
  • Équipe dynamique et motivée
  • Tâches significatives et intéressantes
  • Développement personnel en interne et par la formation continue 

 

Cette opportunité vous intéresse ? Alors n'hésitez plus !

 

 

Référence anonce : 2 022 075 et 2 022 365

Più dettagli

Tipo di contratto: Contratto a tempo indeterminato

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