Level 2 Support - Bussy-Saint-Georges, France - TD SYNNEX

TD SYNNEX
TD SYNNEX
Entreprise vérifiée
Bussy-Saint-Georges, France

il y a 3 semaines

Sophie Dupont

Posté par:

Sophie Dupont

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Description

Job Description:


Job Purpose:

Responsible for 2nd level partner and end customer managed and support services within the EMEA region.

This position works closely with the Line 1 Service Desk, as well as other delivery teams for incident resolution and service request implementation.

It is responsible for maintaining our contractual service level agreements with partners and end-users.

Further key responsibilities include management and maintenance of the Network Operating Centre (NOC) as well as partner and customer technical onboarding.


Responsibilities:


  • Provides coaching guidance to 1st Level Service Desk agents, ensuring delivery of high quality and proactive support.
  • Escalate incidents to next level and vendor support when the solution is unknown or cannot be solved within defined time frames.
  • Implementation/Installation and administration/maintenance of IT services with focus on availability, reliability and manageability following TD SYNNEX IT standard processes in coordination with responsible IT management.
  • Manage and maintain the Network Operating Centre (NOC) ensuring security and availability is maintained, customer environments are accurately monitored and Service Desk tools remain functional.
  • Education of 1st level technicians and endusers based on TD SYNNEX processes to make optimal use of TD SYNNEX business systems.
  • Active contribution to the Risk Register and Continual Improvement Plan, ownership of specific entries and resolution/implementation.
  • Support implementation of new and/or improved IT processes following TD SYNNEX standards.
  • Support technical onboarding of managed and support customers.
  • Improvement of personal skills within the area of responsibility. Lead others in a manner that builds their confidence and capabilities, challenging and supporting employees to learn and grow from their experiences

Knowledge Skills and Experience

  • French Speaking (Fluent or native) English B2/C1( verbal and written communication)
  • One or more of the following industry certifications; CompTIA Security+, SSCP, PCNSA/E, CCNA/P, JNCIA-SEC, JNCIS-SEC, JNCIA-Junos, JNCIS-ENT, CCSA, CCSE or equivalent vendor/industry certification.
  • Minimum 3 years experience of working in a preferably global IT organization underlined by respective training certificates.
  • Experienced in implementing, documenting and operationally maintaining IT infrastructures interacting with partners, end customers, external suppliers & service
  • Analytical Skills; strong and flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer focused; good problem solving skills with the ability to follow written and verbal instructions.
  • Ability to manage own work schedule (good selfmanagement skills). High level of customer focus and strong customer support commitment.
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What's In It For You?
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Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
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Grow Your Career:Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
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Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
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Diversity, Equity & Inclusion:It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
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Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
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Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.


At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion.

If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply.

You may be exactly the person we're looking for
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