Analyze and diagnose the events detected on the network, servers or flows between different applicationsHandle incidents and solve them or escalate according to the existing procedures using ticketing systemsResponsible with starting, stopping and constantly monitoring the IT resources respecting the daily scheduleLaunch recovery tools or commands (manual recovery, reconfiguration of IT resources, copying of files, backup operations)Restart the jobs after resolutionEnsure the availability of physical resources (disks, robots, controllers, etc.
and logical resources (software, disk space)Optimize system or component performanceEstablish a knowledge management system based on the recurrence of common errorsRecord the problems encountered and techniques used to solve it for future referenceCreate the documentation that describes products, services, components and applicationsCreate templates for document management systemsVerify that existing documents are valid and up-
to-dateResponsible with maintaining the knowledge database updated
We are a newly created Shared Service Center department that provides IT Level 2 support for several countries part of Auchan Group.
Our mission is to ensure, through continuous monitoring and troubleshooting of the issues of all IT resources and recurring operations for the countries and applications in scope, that the services provided to our customers are available and performing up to Service Level Agreement (SLA).
1 year of IT support experienceBasic knowledge of networking (TCP / IP, etc.) and LinuxBasic understanding of following concepts : database, application server, programming languageBasic ITIL knowledge : Incident, Problem, Change managementExcellent written and verbal communication skillsVery good level of English language (B2 minimum)Available to work in a 24 / 7 scheduleOutstanding analytical abilities, multitasking and result oriented