Overview
Join to apply for the Support Technician role at HARDIS GROUP.
Hardis Group Italia is part of Hardis Group, a consultancy and software publisher. The group has the mission of supporting the transformation of the value chain, information systems and supply chain of its customers. Our team accompanies the strategic, organizational and technological transformations of companies to develop their competitiveness. Hardis Group Italia is looking for a support agent.
As a point of contact for users, the role is to take over, based on existing procedures, in the resolution of anomalies or service requests from internal customers and / or external users. You may be called upon to intervene on applications and / or operational / infrastructural support.
Position Responsibilities
* Take note of requests from various channels (email, telephone, supervision tools, web portal) and record, after verifying completeness, the information to issue a correctly qualified ticket (description, impact, urgency, etc.).
* Carry out a diagnosis using available documentation, internal or external expertise, or additional investigation with the customer.
* Process tickets in accordance with contractual commitments; provide the solution from the documentation and implement corrective actions on internal or customer installations. Forward requests to others when needed based on criticality or lack of procedures or permissions.
* Inform the customer about the status of their requests and the actions taken.
* Track and document interventions (technical procedures / documents) to enrich diagnostic tools and knowledge.
Profile required
* 3 to 5 years of higher education in supply chain or management, or a technical training diploma in a technical field.
* Strong problem solving skills. Be able to manage resolution of anomalies or complex problems, defining an analysis approach.
* Troubleshoot and ensure consistency of application operation elements; report in-depth and relevant analyses to internal or external experts.
* Participate in updating documentation or drafting procedures. Have technical and functional expertise of the core application.
* Provide operational support to Support Technicians (as technical and / or functional contact person).
* Be proactive and provide input for optimization of procedures and operating methods.
* Speaking fluent Italian, English and French will be considered a plus.
* Previous experience as a support agent will be considered an advantage.
Benefits
Plus: Join a dynamic team with the right mix of experience and the desire to grow.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting and Software Development
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