Versatile Support Technician - Experienced

Project overview

Context

Reporting to the Territorial Directorate and under the supervision of the Unit and Activities Manager and the Operations Coordinator, the contractor will be involved in managing incidents and service requests within the workstation and mobile fleet environment for the proximity and techno-counter service areas for our internal clients at the Lyon Gerland headquarters and frequently in Meyzieu.

The challenge: to provide assistance to our internal clients for workstations, mobile devices, meeting rooms, and printers.

Missions

Technical Scope and Prerequisites

Functional Scope

Expected Results

Modalities

• Provide service to our clients through omni-channel requests.
• Perform interventions from our Gerland techno-counter and proximity missions on site.
• Record incidents and requests with actions taken via voice-to-text.
• Write documents: procedures, wiki pages.
• Workstation and mobile fleet environment.
• Scope related to user practices.
• Essential knowledge of office tools including M365 Apps, Teams, Windows 11.
• Possess a technical foundation and aptitude for managing after-sales service and logistics.
• Advanced Level 1 for Office environment / N1 for applications / N2 for mobile telephony.
• Mastery of the fundamental skills of a Service Desk and Proximity Technician.
• Autonomy, organization, professional communication, and empathy.
• Good posture.
• Achievement of defined project objectives (quality, cost, deadlines). A Client Expectations Grid is used to identify expected objectives and measure the achievement rate.
• Quarterly evaluation will be based on the client expectations grid provided in the special conditions of the Technical Assistance contract, appendix 1.
• 36 months of service.
• Locations: Lyon Gerland and Meyzieu.

Project details

• Start: flexible
• Remote: onsite
• Location: Lyon, France, FR
• Languages: French