Bilingual IT Support Engineer

Bilingual IT Support Engineer

Experience: 3–6 years

Must Have Technical Skills:

• Interaction with team members for knowledge sharing, knowledge transition and issue resolution.

• Stakeholder management, sharing regular updates and assisting in preparing operational reports.

• Triaging of issues and coordination with cross-functional teams for timely resolution.

• Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).

• Maintaining agreed SLA levels and assuring quality of delivery at all times.

• Adhere to shift rotation plan and operating model.

• Interaction with SMEs on functional issues.

• Coordinate communications between suppliers and business stakeholders for their particular area.

• Track and report progress to stakeholders.

• Working experience in ServiceNow and knowledge of Incident, Problem, Change, SLM and Knowledge Management processes.

• Shift timings: Monday to Friday, morning 7:00 am–7:00 pm (8-hour job, ROTA will be available).

• On-call support beyond office hours (rarely needed).

• Extended shift timings and weekend working based on customer requirements.

• Working with a manufacturing customer will be an added advantage.

• Fluent in French language.

Roles and Responsibilities:

• Day-to-day incident monitoring and resolution (ServiceNow preferred).

• Interaction with client (IT & Business users) on functional issues.

• Triaging of issues and coordination with cross-functional teams for timely resolution.

• Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).

• Maintaining agreed SLA levels and assuring quality of delivery at all times.

• Adhere to shift rotation plan and operating model.

• Interaction with SMEs on functional issues.

• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area.

• Track and report progress to stakeholders.

• Willing to work in shifts (between 7am to 7pm), this is mandatory.

• Flexible.

• Excellent communication skills.

• Continuous learning attitude.

• Team worker.

• Meticulous.