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JOB DESCRIPTION

DATE
JOB FAMILY
COUNTRY
LOCATION
CONTRACT TYPE
DIVISION Intelligent Exterior Systems

Missions

  • Manage incidents and requests from end users
  • Able to address level 1 (call management) level 2 (resolution with procedure) or level 3 (depending on skills)
  • Renew PCs

     

KPI and/or main deliverables     

  • Monthly Support reporting from support Tool
  • Standardized Solutions documented in Support Tool Activities
  • Incident and request management:
    • Collect end users incidents and requests
    • Solve issues and answer requests
    • Manage Level 1 support (solve issues using experience, procedures and trainings)
    • Manage Level 2 support (problems not documented) and document solutions
    • Reassign to the right person if necessary
    • Answer user questions
    • Deploy best practices
    • Report on monthly basis
  • Hardware inventory management:
    • Keep accurate inventory of IT assets (office, production hardware)
    • Plan renewal of hardware & Replace obsolete equipment
    • Reconfigure hardware equipment depending on users’ needs
  • Communication to users:
    • Communicate to the users the IT assets’ rules of use and the local IT organization to support the assets
    • Participate to awareness sessions with users (information security, IT tips…)

 

Competences requirements

IT technician in support and maintenance

2 years’ experience in similar job or industrial environment

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