Technical Support Expert
At our organization, we are dedicated to delivering top-notch IT services that meet the needs of our clients. We strive for excellence in everything we do, from providing exceptional customer support to staying up-to-date with the latest technologies.
Key Responsibilities:
* Offer Level 2/3 technical assistance to users across various systems, ensuring prompt incident resolution and request fulfillment.
* Analyze and resolve complex technical issues related to batch scheduling, distributed web architectures, Oracle databases, and Unix/Windows scripting.
* Effectively communicate technical information and solutions to both technical and non-technical users.
* Proactively identify and resolve potential problems before they impact users.
* Collaborate effectively with other technical teams to resolve complex issues.
* Contribute to the continuous improvement of support processes and documentation.
* Maintain accurate records of incidents, requests, and resolutions in the appropriate ticketing system.
* Participate in on-call rotations to provide after-hours support as needed.
* Adhere to IT service management best practices and company policies.
Requirements:
* Fluency in French is mandatory.
* Proven experience (3+ years preferred) providing technical support in a distributed environment.
* Expertise in batch scheduling using Control-M.
* Strong understanding of distributed web architectures.
* Advanced SQL skills and experience working with Oracle databases.
* Proficiency in Unix and Windows scripting.
* Excellent problem-solving and analytical skills.
* Strong communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Highly organized and detail-oriented.
* Commitment to delivering exceptional customer service.
* Experience with ServiceNow (incident and change management) is highly desirable.