Nos offres d'emplois
Ingénieur Technique (H/F) - Luxembourg


Your responsibilities will be:

For the Support activities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

For the Operational activities:

  • Realize daily morning checks on production platform
  • Realize patch management
  • Regular interventions at customers sites for maintenance visit
  • Participate in project planning and realization for hosting and internal projects
  • 1st and 2nd level support and resolution of incidents and service requests as per SLA’s
  • Implement Standard changes
  • Keeps internal and customers CMDB up to date
  • Operates, documents and identifies areas of improvement for 1st level Service management processes (Incident, Change, Release, Config mgt)
  • Provide support for customers remotely or on site
  • Documentation of customers infrastructure
  • Configuration management of internal infrastructure
  • Develop and document helpdesk tool to support SSL Service management processes
  • Escalates as needed to 3rd level, vendors or vertically and keeps track of cases
  • Administer internal Backup services

Profil du poste

Technical Skills:

  • You have min. a bachelor's degree or an equivalent field’s experience
  • At least 1 year experience in IT preferably by an ICT services’ provider
  • You have a good general knowledge in the following area :
    • Microsoft technology (Windows OS, Active Directory, Exchange,..)
    • Virtualization technology (VMware, Citrix)
    • Monitoring technology
    • Infrastructure domain (storage, computing, networking,…)
  • Any IT certification will be considered as an asset
  • You have knowledge of ITIL principles
  • You have a real passion for IT
  • You have experience with pre-sales activities
  • You are used to work in a project management framework

Soft Skills:

  • Reliability and commitment to get the job done is your usual way of working
  • You have a high level of interpersonal and communication skills
  • You are a team player
  • You have good presentation skills
  • You speak fluently English, French and/or German.

Nous offrons

  • The possibility to evolve on a permanent basis within a company in expansion, recognized for its professionalism in the quality of the delivered material as well as its first class services and support to its customers.
  • A competitive and attractive salary package along with extra-legal advantages. We will also show our appreciation of your contribution with continuous training as well as a creative and enriching work environment.
  • A professional team with a strong commitment to the company and an excellent team spirit.

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