N2 Multimedia Support Engineer - Remote

Overview

As an N2 Multimedia Support Engineer, you will coordinate incident resolution while ensuring compliance with SLAs, manage the incident documentation base, and strive for overall service quality and availability improvement.

In Short

• Manage client incident backlog from N1 to resolution.
• Conduct preliminary analyses using provided tools.
• Handle escalations and keep N1 informed on resolution progress.
• Implement appropriate corrective processes.
• Investigate incidents thoroughly.
• Follow up on incidents escalated to N3 team.
• Document internal ticket processing.
• Maintain synergy between N2 and N3 teams.
• Contribute to the autonomy of N1 escalation levels.

Requirements

• Bac +5 in Computer Science/Networks and Telecommunications/Industrial.
• Recent graduate with desirable experience (including internships).
• Methodological skills: ITIL V3, ISO 20000.
• Familiarity with Sales Force and Confluence.
• Good communication in French/English (written/spoken).
• Strong analytical skills.
• Solution-oriented mindset.
• Attention to detail.
• Team spirit and service orientation.

Benefits

• Diverse career paths with internal mobility opportunities.
• Certifying and qualifying training programs.
• Regular events to combine well-being and performance.