Technical Support Technician - Remote

Overview

The Technical Support Technician will be part of a level 2 support team, responsible for handling customer complaints and providing expertise in network incident management.

In Short

• Handle customer complaints for ADSL, FTTH, and associated services.
• Analyze, diagnose, and resolve incidents under time constraints.
• Ensure customer satisfaction with timely and relevant responses.
• Communicate effectively with clients.
• Identify and diagnose service interruptions and implement corrective measures.
• Monitor the progress of level 1 tickets.
• Support the customer service team and first-level field teams.
• Guide the client through to service restoration.
• Qualify tickets before escalation to level 3 experts.
• Track incidents and analyze trends for preventive actions.

Requirements

• Degree Bac +2/+3/+5 in networks and telecom or IT development.
• Advanced communication skills in French.
• Experience in incident management, preferably in the telecom sector.
• Strong analytical and problem-solving skills.
• Ability to work in a dynamic team environment.

Benefits

• Opportunity to work in a major engineering and technology consulting firm.
• Dynamic and friendly work environment.
• Professional development opportunities.