Information Technology Support Engineer

Mission

Be responsible for handling Level 1 IT support requests from internal users (or clients), ensuring quick resolution of common technical issues related to hardware, software, or network access in order to maintain the continuity and reliability of the IT environment.

Your responsibilities

As an IT Service Delivery Engineer , your responsibilities will include :

• Handle 1st level incidents within established operating procedures : in collaboration with business users, perform diagnosis, analyze root cause relative to ICT infrastructure, systems, products, tools and services and find resolution in order to ensure continuity of service.
• When needed and when authorized, implement workarounds or fixes according to agreed procedures (ISO) in order to solve the incident.
• Document interventions and solutions provided as well as provide clear and concise information on changes, known errors, availability, new Facilities in order to continuously improve the quality of solutions.
• Assist users making more effective use of the ICT solutions, services, tools and infrastructure in order to contribute to the reduction of incidents.
• In collaboration with the Service Delivery Agent, contribute to defining the appropriate level of criticality of incidents in order to allow for a proper prioritization and ensure an efficient incident management.
• Escalate issues to Level 2 or Level 3 support if they go beyond Level 1 scope in order to ensure a resolution is found in due time.
• Perform minimum 1 week of level 1 “on duty call” service per month in order to ensure continuity of service.

When applicable, ensure backup of the Service Delivery Agent in order to ensure continuity of service.

Your profile

As an IT Service Delivery Engineer , you have :