[TGG710] – Remote It Support – French Speaking (F/M/D)

Job Purpose:
The Remote Field Service Engineer (or Remote IT Support) is responsible for 2nd level client support and services. This position works closely with the local IT support team in France and other IT departments for incident and problem resolution, and service request fulfillment within agreed service levels. This role is specifically created to support the French business. Tasks include:

• Maintain the estate of end user devices: Identify, analyse and repair equipment failures. Order and replace parts/material as needed.
• Maintain other equipment including printers, scanners, warehouse equipment such as RDTs, etc.
• Provides training guidance to end-users, ensuring delivery of high quality and proactive support.
• Escalate incidents to next level support when the solution is unknown or cannot be solved within defined time frames.

Responsibilities:

• Provide first and second level remote support for incidents and service requests to business colleagues in France. (60%)
• Provide first and second level local support for incidents and service requests to business colleagues in Spain. (20%)

Knowledge, Skills and Experience:

• Fluency in English and French is a must
• Relevant work experience in first and second level support.
• Able to execute instructions and to request clarification when needed.
• Able to communicate clearly and convey necessary information.
• Possesses strong multi-cultural interpersonal skills.
• Able to constructively work under stress and pressure when faced with high workloads and deadlines.
• Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
• Able to maintain confidentiality of sensitive information.
• Able to build solid, effective working relationships with others.
• Able to quickly learn new systems and technology.

Working Conditions:

• Occasional non-standard work hours or overtime as business requires.
• On-call availability required as necessary.
• Professional, office environment.
• Some travel required, mainly to our sites in France (Paris region).

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