Recrutement de 01 Customer Tech Support - Soutien Metier DHD

Niveau d'études: Non précisé
Expérience: 2 ans
Expire le: 01-05-2022
orange
Antananarivo, Madagascar
Informatiques, Télécommunications
Customer Tech Support - Soutien Metier DHD

Ref : 567044 | 31 janv. 2022

Date limite de candidature : 01 mai 2022

Antananarivo,Madagascar;La Tou

Votre rôle
The Soutien Metier is responsible for the overall technical integrity of the Delivery Helpdesk team and Delivery Helpdesk Expert team through expert knowledge of processes, offers, tools used and must :

- Provide technical guidance to clients for tickets/change requests under escalation

- Provide required technical coaching to team members through regular quality reviews with Delivery Helpdesk Expert team and Team Leader to identify coaching/ competency enhancement needs and put in place improvement plans to ensure skills levels match both current and future operational needs (for both teams).

- Act as technical point of contact during projects/clients handover reviews to ensure required tests are carried out to assist Line Manager for handover readiness evaluation

- Co-ordinate with Team Leader/Line Manager to ensure quality of support and deliverables to customers on the day-to-day technical/operational activities in view of improving and re-enforcing efficiency of the Delivery Helpdesk team and improving overall quality of service.

- Act as main point of contact for technical escalation and incident resolution during crisis tickets.

- Assess availability of necessary technical documentation on support activity and work with team members to ensure set up/maintenance of required knowledge base for Delivery Helpdesk activity.

Change Management and Process definition

Work on Processes definition, improvement and application by team members

Participate actively in Continuous Service Improvement (updates of consigne and configuration; scripting & automation)

High participation in user and service management, SLA analysis and other relevant activities

Liaising with TSC(Technicien Titulaire), Direction Metier and external Soutien Metier as a main point of contact/support for essential changes to Customer Network system and Delivery Helpdesk processes.

Provides inputs to the team for change requests requiring advanced skills.

Incident Management (DHD logger)

Troubleshoot and resolve incidents escalated from the Delivery Helpdesk Teams (including Expert Team) and provide Solution for recurring cases as well as corrective action plan

Restore service as quickly as possible following a service outage-type Incident whenever not possible by the Delivery Helpdesk Expert

Escalate other teams (TSC, DES, DM, BOA,…etc) on Incidents with the relevant investigation

As appropriate, gather data and lay groundwork for Root Cause Analysis and proposals and actions for improvement

Participate in crisis management activities and technical escalations

Knowledgebase Consolidation and Training

Maintains technical procedures and updates knowledge base (Wiki)

Support and coach the Delivery Helpdesk and Delivery Helpdesk Expert team on incident resolution

Creates technical procedures and disseminates the information to the team

Sustain Training academy and ensure continuous followup of Competency throughout the Delivery Helpdesk teams

Reporting and Communication

Provide Reporting on operational issues to Team Leader

Technical debriefs with team leader and Delivery Helpdesk Expert on operational issues

Identify areas of improvement on operations with Team Leader

Assists in smooth transitioning of projects into operations

Automation and Continuous Service Improvement

Analyse processes and provide automated solutions for optimum performance of the Delivery Helpdesk Teams

Assess feasibility of Automation practices and followup of application usage

Participate actively in Automation projects of external partners


Votre profil
Bilingual – English & French written and spoken

IT Proficient: Cisco CCNA, CCNP and/or Juniper JNCIA

Knowledge:

Information Technology

Process and Standards and ITIL

Incident and Change Management handling process

Confirmed Networking knowledge

Customer relationship management

Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)

Confirmed Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)

Knowledge of Scripting and Programming Languages (Perl,VB,Java,Python,html,php …)

Experience in Office reporting tools (Excel Macro)

At least 2 year of experience in related field

Le plus de l'offre
Abitilities:

Innovation Oriented

Sharp Analytical skills

Clear and Concise approach

Good in trend analysis and presentation skills

Strong negotiation skills

Good coaching and mentoring skills

Exemplary time management, organizational and communication skills.

Excellent customer service skills are required.

Proactive, self motivated and determined attitude.

Professionalism.

Ability to work under pressure and to multi-task.

Tenacity and willingness to learn.

Ability to build good relationships with local and overseas teams.

Good interpersonal, team bonding and leadership skills.

Good IT/communications background and problem solving skills.

Flexibility relative to working hours

Entité
Customer Services & Operations

Contrat
CDI