Technicien Support Utilisateur Helpdesk
Join Our Team at Econocom We invite you to take on new challenges and evolve on projects of expertise and innovation by joining the Econocom adventure. Through its Workplace Infra Innovation brand, the Grand Est region's Services activity supports more than 40 large clients and public institutions in all sectors of activity in the transformation of their information system, through the provision of human and technical resources. What you can expect: Within a public actor, you will join a team of 8 User Support Technicians Helpdesk to process user requests and incidents. You will be responsible for remote level 1 support. Your responsibilities:
- Identify and analyze incidents described by users
- Resolve incidents within your area of expertise using the documentation provided to the user
- Escalate to the appropriate support group if unresolved
- Advise users and ensure their satisfaction
- Complete scheduled requests within the planned deadlines
- Report on your activities
- Update asset management or stock elements in the tool provided to you
- Contribute to the enrichment of the documentation
Technical environment: Windows 10/11, Microsoft 365, Active Directory, iPhone, ISILog, ITIL What we offer: Values: in addition to our three fundamentals of audacity, good faith, and responsiveness, we guarantee a management that is attentive and close, as well as a family atmosphere Contract: permanent, starting according to your availability (we accept notice periods) Location: client service in Metz. Remuneration and benefits package:
- Salary: annual gross remuneration according to profile and skills
- Basics: family health insurance and life insurance, restaurant vouchers, 50% reimbursement of public transport, CSE benefits (culture, travel, holiday vouchers, gifts), additional leave (up to 12 per year), savings plan, participation bonus
- Extras: allowance for cycling and green transport (bicycle/scooter and carpooling), recruitment bonus of 1000 € gross, e-shop for IT equipment at preferential prices (smartphone, tablet, etc.)
- Career: career plan, technical and functional training programs, certification opportunities, unlimited access to Microsoft Learn
- Quality of work life: remote work with allowance, festive and collaborative events, support for disability and occupational health, CSR commitments
Qualification: a higher education diploma in computer science is required (Bac+2 minimum) Experience: you have 5 years of successful experience outside of internships/training, in a remote user support role in Helpdesk at first level. Technical skills: mastery of user support, mastery of remote handling, mastery of ticketing tools, ITIL knowledge, customer satisfaction management Soft skills: you are characterized by your team spirit, your rigor, and your autonomy. You have developed a good relational and writing capacity, and possess a sense of customer service.