Inetum
Tech / AI / Software
L1-ITInfrastructuresSupport
Neural analysis suggests this role is
optimal for mid candidates.
“L1 - IT Infrastructures Support at Inetum. Active monitoring of our customers’ IT infrastructures (servers, network devices, applications). Reaction on all alerts as defined within the process”
Industry & Context.
Analysis of support requests sent by our customers by phone, email or web submit into our Incident management; Accurate ticket documentation of the support request and troubleshooting steps; Tickets follow-up and escalation in accordance with priority, impact and
What They're Looking For.
Must Have
Experience in professional communication with clients (phone calls, e-mails), IT skills, interest and willingness in self-development, Ability to listen, learn and, Advanced English skills
Nice to Have
Proactivity and positive, Willingness to work shifts and weekends, team spirit and, Punctuality and
What You'll Do.
Active monitoring of our customers’ IT infrastructures (servers
Reaction on all alerts as defined within the process
Analysis of support requests sent by our customers by phone
email or web submit into our Incident management
Timely logging of every support request in the ticketing
Accurate ticket documentation of the support request and troubleshooting steps
Tickets follow-up and escalation in accordance with priority
Regular feedback to the affected clients on the status of the support request in accordance with
Ownership and responsibility for all tickets assigned on the
Execution of proactive health checks according to already defined
Punctual follow-up and accurate recording of the performed
How You'll Work.
Team & Collaboration
Works in close collaboration with the colleagues to ensure that service delivery to the customer is of the highest; Works in accordance with Managed Services Operations quality standards, procedures, processes and work; Attendance in trainings and team meetings
Communication Scope
Experience in professional communication with clients (phone calls, e-mails); Regular feedback to the affected clients on the status of the support request in accordance with
Full Job Description
Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023. * Active monitoring of our customers’ IT infrastructures (servers, network devices, applications); * Reaction on all alerts as defined within the process binders; * Analysis of support requests sent by our customers by phone, email or web submit into our Incident management application; * Timely logging of every support request in the ticketing systems; * Accurate ticket documentation of the support request and troubleshooting steps taken; * Tickets follow-up and escalation in accordance with priority, impact and SLAs; * Regular feedback to the affected clients on the status of the support request in accordance with priority; * Ownership and responsibility for all tickets assigned on the queue; * Execution of proactive health checks according to already defined checklists; * Punctual follow-up and accurate recording of the performed checks; * Works in close collaboration with the colleagues to ensure that service delivery to the customer is of the highest standard; * Works in accordance with Managed Services Operations quality standards, procedures, processes and work instructions; * Attendance in trainings and team meetings. ## Qualifications * Experience in professional communication with clients (phone calls, e-mails); * Proactivity and positive attitude; * Willingness to work shifts and weekends. * IT skills, strong interest and willingness in self-development; * Strong team spirit and i
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