Over 20 years of market experience, Intellias brings together technologists, creators, and innovators across Europe, North and Latin America, and the Middle East. Join our international team and help solve advanced tech challenges of tomorrow!
Become part of a dynamic environment working with innovative global companies, including Fortune 500 leaders in industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a key member of our Support Team, you will play a vital role in driving operational excellence and enhancing customer experience for users of cutting-edge technology solutions developed for and with our esteemed clients. This role offers meaningful challenges and rewarding experiences in a vibrant, supportive setting.
Requirements:
* 2+ years in an L2 technical support role
* Commercial experience supporting ERP / CRM systems (ERP or CRM depending on support area)
* D365 ERP functional experience
* Strong incident management skills
* Proven troubleshooting and problem resolution abilities, with capacity to analyze complex technical issues
* Experience with support workflows and escalation processes
* Familiarity with help desk software like Jira, Confluence, Zendesk, or Freshdesk
* Ability to work independently and manage multiple tasks
* Excellent analytical, problem-solving, and time management skills
* Strong communication and customer service skills
* Enthusiasm for helping users and providing excellent service
* Stress resilience and calmness in handling customer queries
* Fluent in English and French
* Willingness to learn new technologies and adapt to changing environments
* Additional desirable skills include:
o Experience with D365 ERP / CRM
o Understanding support processes like P2P, O2C, R2R, Warehouse, Supply Chain, Sales, Marketing, Field Service, Customer Service
o Volunteer or internship experience in IT support or customer service
o Certifications such as CompTIA or Microsoft Certified Professional
o Experience in networking or security
o Knowledge of cloud platforms (AWS, Azure, GCP)
o Understanding of ITIL principles
o Experience with cloud migrations and automation tools
o In-depth knowledge of cybersecurity, cloud services, or networking
Responsibilities:
* Respond to support requests and manage the service desk for timely issue resolution
* Handle communication channels: Phone, Email, Service Desk, Chat
* Perform basic log analysis and troubleshooting
* Investigate recurring technical problems thoroughly
* Support D365 ERP / CRM users as per support area
* Participate in configurations of Microsoft D365 modules, including pre- and post-configuration testing
* Monitor system failures and implement configuration changes
* Manage root cause analysis for L2 resolved issues
* Collaborate daily with L3 support team
* Drive issues to resolution and suggest improvements to reduce support tickets
* Communicate effectively with users to understand and address their needs
* Troubleshoot common customer issues and escalate complex problems
* Set up and configure new user accounts
* Maintain internal documentation, FAQs, and knowledge base articles
* Engage in ongoing training and skill development activities
Why this position:
* At Intellias, we prioritize people over processes, fostering a tech-savvy environment that empowers individuals to achieve extraordinary results. Our benefits are tailored to support your well-being and professional growth, making this an ideal opportunity for tech enthusiasts.
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