Application Support & Telephony Technician – N1/N2

Project overview

Mission Context:

Within a Business Information System domain dedicated to a business entity, we are looking for a technician who will be the primary contact for the business to support and advise them when reporting incidents.

The consultant will be required to provide the following services:

2 - Activities:

User Request Follow-up:

Incident and Malfunction Follow-up:

Management and Maintenance of the Site's IT and Telephony Equipment:

Updating Processes and Procedures:

Evolutionary Maintenance of Telephony Flow Distribution Matrices:

Ideal Profile Sought

• Reception, processing, and follow-up of IT and telephony requests from employees of the business entity: installation and configuration of computer and telephony workstations, workstation assistance, requests for access rights to IT applications, etc.
• Reception and analysis of IT and telephony malfunctions and incidents reported by employees of the business entity or detected by the SI team's monitoring tools. Your knowledge and experience of IS will allow you, depending on the applications, to provide Level 1 or 2 assistance. You will also be responsible for transferring, monitoring, and coordinating the proper resolution of certain incidents.
• You know and master ITIL processes.
• Within the team, when faced with incidents having a significant impact on business activity, you provide your analysis and proposals to resolve or circumvent the difficulty quickly.
• You are recognized for your skills in supporting and operating a telephony infrastructure.
• You validate the installation and integration of new technical and system deliveries.
• You contribute to the creation of business assistance and support documentation.
• Application of the processes and procedures implemented within the SI Assistance team.
• Handles requests: phone calls, emails, Teams
• Analyzes, qualifies, prioritizes, and processes assigned requests: implements necessary actions or forwards requests to relevant teams for processing
• Monitors requests and informs users of their progress
• Updates the request and incident tracking tool for service activity monitoring needs
• Handles user calls and emails
• Records reported malfunctions and incidents
• Pre-diagnoses and qualifies incidents or malfunctions
• Handles Level 1 or Level 2 incidents or malfunctions: diagnosis, identification, information, resolution, training
• If necessary, forwards incident or malfunction reports to competent entities, Level 2 and 3, and monitors their resolution
• Alerts management to any incident affecting the normal operation of the IT and telephony activities of the business entity
• Contributes to the preparation of monthly reports on user requests and incident/malfunction tracking
• Ensures the IT and telephony equipment management tool is updated following any changes: workstation installation, removal, and modification
• Contributes to the maintenance of processes and operating procedures for various SI assistance activities
• Contributes to the maintenance and evolution of telephony flow distribution specifications
• Experienced N1/N2 support technician, comfortable with handling user requests and incidents.
• Business support-oriented profile, capable of analyzing, prioritizing, monitoring, and coordinating resolutions.
• Good command of ITIL and telephony, with the ability to document procedures and manage urgent situations.

Project details

• Start: ASAP
• Duration: 12 mois (renouvelables)
• Location: 75001 PARIS, FR
• Languages: French