Helpdesk (H/F) French / English, Liège

Combining experience, maturity and dynamism in an unique way, COMPUTERLAND offers an original approach, allowing you to focus on your productive business.

COMPUTERLAND’s mission is to offer a flexible and proximity service, adapted to the whole range of the IT needs of small and medium-sized enterprises as well as larger companies. A wide experience in the public contracts makes it also possible for us to deliver our services to federal, regional or local organisations.

Our competencies can answer all your IT needs, from infrastructure to vertical business applications, built on an unique outsourcing solution (cCloud) in Wallonia: consultancy, software, IT services, from one-shot interventions until solution integration and running of demanding service contracts.

Job description

• Provide technical responses to support issues reported via support tool, or direct from customers, project engineer etc. Support is delivered by email and telephone
• Respond in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
• Troubleshoot, analyze, and resolve causes of difficult issues.
• Review server error and audit logs and perform system backups/restores.
• Gather necessary data for issue replication, problem determination and/or escalation
• Manage customer expectations of response time and issue resolution
• Troubleshoot and reproduce problems and define workarounds
• Work with the Tier-3 support team on the more complex issues
• Contact with 3rd parties
• Back up and work closely with the on-site engineering team when they're in the field troubleshooting and solving issues
• Work closely with the project engineering team when they're in the field delivering projects
• Write, review and organize technical documents to increase the effectiveness of the support teams
• Maintain the CMDB up to date
• Acquire and maintain knowledge by attending training sessions and also share knowledge by leading training workshops to other teams and colleagues
• Communicate in a fluent way to keep customer perpetually informed of the status
• Document modification and action in the ITSM tool

Votre profil

• Gestionnaire d'exploitation informatique
  
• 3-5 years' experience in customer support, resolving complex product issues, and troubleshooting.
• Bachelier professionnel Domaine non précisé Bachelor's - Degree in a technical field or equivalent experience. French is a must with a good level of English, both spoken and written.
• SQL database administration is an asset
• Excellent customer service skills addressing the needs of both the external and internal customers with strong communication and process skills.
• Be flexible
• Have good analytical skills
• Be a proactive thinker Be a team player and able to manage himself/herself under pressure
• Networking, Server OS, Exchange, Virtual Machines and Storage knowledge are required
• Good understanding of network connectivity technologies (including firewalls, tcp, dns, dhcp, ssl, and load balancing) and Cloud solutions

Votre contrat

• Régime de travail : Temps plein de jour
• Heures/sem 39h00
• Type : A durée indéterminée