IT Technician

Paris  ‐ Onsite
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Description

IT Service Technician
The Technician contributes to the restoration of the service of the solutions used by the clients customers. The consultant is responsible for supervising the networks of our customers and managing the handling of an incident in France or abroad.
The consultant will ensure this mission:
in a work cycle covering the beach 24 hours a day, 7 days a week.
The diagnosis, control and recovery of open incidents, under proactive supervision or on customer call or by email or by the WEB, within the time periods defined for the service.
TECHNICAL AND/OR PROFESSIONAL EXPERTISE NECESSARY:
- Experience in the customer relationship,
- Very good level of English ( TOEIC 800),
- Mastery of IP Networks (equipment, architecture),
- Knowledge of different media (DSL, SDH, ATM, Business Ethernet ...),
- Mastery of the different IP technologies (protocol, equipment manufacturers),
- Ability to work shifted or night shift.
DESCRIPTION OF SERVICE:
The mission will include the following aspects:
Take into account customer calls or incident tickets from the web or by email,
Supervise the networks of our customers on the supervision consoles,
Enter the incidents in the databases provided for this purpose,
Diagnose the incident, solve it yourself by tele-action or call upon a competence in Back Office (GSR, UI ...),
Regularly inform the client about the evolution of his/her incident,
Validate the restoration of the service with the client and send him a notice of closure of an incident,
Contribute to the optimization of respite times (respect of contractual deadlines).
SLA:
Contribute to the achievement of the performance objectives of the service contract:
- Speed o f taking account of incident and diagnosis,
- Frequency of comments and communications to the customer,
- Respect of guarantees of recovery times, ... Suggest an edit About Google TranslateCommunityMobile About Google

Start date
ASAP
Duration
6 months
From
LCA Consulting Services
Published at
20.07.2018
Project ID:
1601761
Contract type
Freelance
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