Position Overview
Job :
Main tasks:
Provide remote technical and functional assistance to users (phone, email, chat, ticketing) in French and English. They will resolve first-level incidents and escalate more complex problems to the relevant technical teams. Receive and analyze user requests. Provide Level 1 technical support (diagnose, identify, and resolve incidents). Escalate unresolved incidents to higher levels (N2/N3). Track tickets and report on interventions. Write and update technical documentation and knowledge bases. Educate users on good IT practices. Collaborate with technical teams to improve support processes. Required profile :
Education and experience:
Associate's degree or Bachelor's degree in IT (BTS, DUT, professional degree in IT support, systems, and networks, etc.).