T1.5 Support Analyst (French & English)

• Creation of trouble tickets for customers and taking ownership of faults through to resolution


• Ensuring any fault is cleared within required SLA, escalating faults as required in order to meet the SLA


• Liaison with suppliers and customers in relation to fault resolution and control the repair process


• Direct customer and account team interface providing day to day network support


• Manage initial trouble investigation, isolation and steady state recovery


• Assists users to identify and solve connection/communication problems


• Book out tickets to telco vendors for access circuit trouble investigation


• Provide regular status updates to enterprise and internal customers

Technical Skills:

• Background in maintenance within the Network area


• Helpdesk Experience


• Basic data Network skills (CCENT)

Soft Skills:

• Must be able to communicate effectively with the team, corporate customers of different technical expertise and all levels of management


• Ability to efficiently resolve customer's problems and escalate further to tier 2 as per agreed SLA; or to other 3rd party as necessary


• Ability to work well under pressure, set priorities and comfortable making decisions


• Advanced English and French language skills (B2+ as a minimum)

• Opportunity to work for stable international company


• Technical development related to the role


• Good quality work-life balance with plenty of cultural and active opportunities


• Vibrant international team


• 1 extra week of holiday (5 weeks in total)


• Meal vouchers


• Private medical care with English speaking personnel


• Special discounts for gyms, opticians