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Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
End user support engineer
The End User Support Engineer is responsible for providing first-line IT support to employees ensuring timely resolution of issues and maintaining a high level of customer satisfaction. This role involves handling tickets troubleshooting problems escalating when necessary and creating self-help resources for end users. Additionally the engineer will perform basic support tasks for ERP systems and contribute to continuous improvement of support processes.
Core responsibilities:
- Ticket Management
- Monitor and pick up tickets from the helpdesk queue.
- Resolve issues where possible or document troubleshooting steps and escalate to second-line support.
- Communicate effectively with end users to gather information and provide updates.
- Knowledge Base Development
- Create and maintain self-support articles and FAQs to empower end users.
- Identify recurring issues and develop solutions to reduce ticket volume.
- ERP Support
- Perform basic support tasks for ERP systems including user assistance and minor configuration troubleshooting.
- Escalate complex ERP issues to specialized teams.
- Customer Interaction
- Deliver professional support in English (written and spoken). mandatory
- French or German language skills are a plus for supporting multilingual users.
- Collaboration
- Work closely with second-line support and other IT teams to ensure smooth issue resolution.
- Provide feedback on common issues to improve processes and tools.
Qualifications :
Skills & competencies:
- Experience
- 24 years in IT support or helpdesk roles.
- Familiarity with Windows and Office 365 environments.
- Basic understanding of ERP systems.
- Skills
- Strong troubleshooting and problem-solving abilities.
- Excellent communication skills in English mandatory; French is a plus.
- Ability to create clear and user-friendly documentation.
- Optional certifications
- ITIL Foundation (preferred).
- Microsoft Modern Desktop Administrator Associate.
- Behavioural competencies
- Customer-focused mindset with strong interpersonal skills.
- Ability to work independently and as part of a team.
- Organized and detail-oriented approach to ticket handling and documentation.
- Proactive in identifying improvements and contributing to knowledge sharing.
Key performance indicators:
- Ticket Resolution Time: Average time to resolve first-line tickets.
- First Contact Resolution Rate: Percentage of issues resolved without escalation.
- Knowledge Base Contribution: Number and quality of self-help articles created.
- Customer Satisfaction: End-user feedback scores on support interactions.
Additional Information :
- Shift schedule between 6:00 a.m. and 10:00 p.m. Monday through Saturday.
- Project duration: 6 months.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
About Company
Inetum is a European leader in digital services. Inetums team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetums solutions aim at contributing to its clients performance and innovation as well ... View more
