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.