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Support Technician (M/F)

Reference number: ENG-GRE-CLM-TechSupp

Comarch is recruiting an experienced Support Technician (M/F) to join its team.

Your mission

You will be part of a team of experts responsible for supporting our customers' production projects;

As part of this role, you will be responsible for Level 1 and 2 support for our customers, and your tasks will include the following:

  • Receiving user requests (telephone, email and tickets);
  • Analysing, classifying, prioritising and recording requests in the internal ticketing tool;
  • Proactive monitoring using the operating tools provided (Nagios, LogHub);
  • Resolving Level 1 and sometimes Level 2 incidents (based on procedures) in compliance with contractual service commitments, and escalating other incidents to the next level;
  • Tracking tickets in the internal tool;
  • Supplying and updating the knowledge base (problems and solutions based on procedures);
  • Application of Level 1 and sometimes Level 2 procedures;
  • Escalation of incidents to level 3.

Your profile

  • You have a 2/3-year higher education qualification with a specialisation in IT or significant experience in support or service desk;
  • You are recognised for your listening skills, your sense of service and your ability to work independently;
  • You have knowledge of bug tracking tools (Mantis, Testlink, Bugzilla, Jira, etc.);
  • You know and like working in a team in an international context;
  • A web culture would be a plus;
  • You have a good level of English.
  • A web culture would be a plus;
  • You have a good sense of customer service.

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