Job Description & How to Apply Below
Provide advice, support and assistance to IT incidents and requests Level 1 and Level 3, information, and training to users. The position will work for all North American sites.
Areas of Responsibility
Operations & Support
Install, configure and maintain IS / IT infrastructures in compliance with Nexans standards, procedures and operating modes.
Monitor the operation of logical and physical computer equipment, according to standards, frameworks, methods and security operating procedures.
Provide technical assistance to users Level 1 and 2 for North America.
Request management service process
Perform operational and technical qualification tests.
Categorize and identify incidents. o the causes of diagnosing and supporting resolution of incidents / problems in compliance with the procedures in place
Contribute to support all the designing the technological components of the field of expertise
In charge of setting up and optimizing the management of technical capacities
Development & Delivery
Ensure service delivery in North America is in full adherence with group contract and strategy Policies & Standards.
Ensure that detailed design of services and the development, configuration and customization of IS solutions is delivered according to service levels and quality standards as per Group services standards
Contribute to demand analysis in the field of expertise
Analyze technical impacts (security, availability) in the field of expertise
Contribute to the transfer of knowledge in your area
Contribute to the consistency of support services, providing ideas and user comments o Documenting solutions to incidents and problems in the knowledge base
Updates of knowledge management system with relevant documentation
Possess and maintains broad technical and business knowledge of all aspects of the service delivery
Technical Analyst - Site performs onsite delivery of support to end users in accordance with expected quality standards
Service requests to users delivered in agreed SLA: 0% 99% Target
First level support success rate (Resolution on call / reception request): 0% 60%
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