Technical Support Engineer

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KEY EXPECTED ACHIEVEMENTS

• Provide 1st and 2nd-level support for applications and middleware’s to ensure smooth business operations.
• Respond promptly to service requests and incidents, providing detailed solutions or escalations as needed.
• Change Management: Participation in the change management process​
• Problem Management: Participation in the analysis of root causes of incidents​
• Monitor application performance and perform necessary maintenance and upgrades.
• Create, maintain, and manage knowledge base articles and documentation for internal and end-user support.
• Collaborate with cross-functional teams to improve application functionality and efficiency.
• Perform system diagnostics, software configuration, and basic database queries to resolve issues.
• Monitor and report on application metrics, including uptime, performance, and user satisfaction.

Technical Skills

• Operating Systems: Proficiency in Windows and Linux
• Hardware Knowledge: Familiarity with servers, storage devices, and other hardware components.
• Troubleshooting: Ability to diagnose and resolve software, Operating Systems issues.
• Scripting and Automation: Skills in scripting languages like Python, PowerShell, or Bash to automate tasks
• Virtualization: Basic knowledge of VMware, Hyper-V, or other virtualization technologies
• Database Management: Basic knowledge of SQL and database management systems

Interpersonal Skills

• Customer Service: Strong communication skills to explain technical issues to non-technical users
• Problem-Solving: Analytical skills to diagnose and resolve issues efficiently
• Time Management: Ability to prioritize tasks and manage time effectively
• Team Collaboration: Working well with other team members and departments
• Adaptability: Willingness to learn new technologies and adapt to changing environments

Additional Skills

• Technical Documentation: Writing clear and concise documentation for troubleshooting and procedures
• Security Awareness: Understanding of basic cybersecurity principles to protect systems and data

Benefits:

• Career development and training opportunities.
• Friendly, collaborative work environment with opportunities to make an impact.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, Engineering, or related field, or equivalent work experience.
• English fluent (B2 – C1)

Missions:

• Perimeter: All Business application Worldwide in production.
• Resolve incident in a short time to give to the Business the best Quality.

• To work transversely with other service lines and business entities to meet the key performance indicators.
• Continuous improvement by participating to Problem management.

The main activities are:

• Contribute to incident resolution, service request completion and Change implementation
• Participate to patching activities
• Collaborate with other service in Michelin DOTI organizations including external partners.

Shift Structure:

• The support team operates 24/7, with shifts organized to ensure continuous coverage.
• Shifts are typically 8 hours long, with rotations to cover day, evening, and night shifts.
• Flexibility to work weekends and holidays as part of the shift rotation is required.