Job description

Company culture :

Marketing Call Center is built around a predominantly cooperative culture, where people, trust and teamwork guide daily operations. The company favors a close management style focused on support, empowerment and strong human relationships. This collaborative foundation is complemented by an innovative mindset that stimulates creativity and initiative, alongside a performance-driven approach based on clear objectives. Structured organizational practices further contribute to operational efficiency and reliability.

Job : Reporting to the CIO, you will provide technical support and resolve first and second-level network incidents (N1/N2) for our two sites.
- Your responsibilities:
- Ticket Handling: Receive, analyze, and qualify requests for help and network incidents.
- Diagnosis & Troubleshooting: Diagnose and fix connectivity problems, and issues with network equipment (routers, switches, firewalls, Wi-Fi access points, servers, etc.).
- Network Monitoring: Monitor the status of network infrastructures using our monitoring tools and intervene proactively in case of alerts.
- Documentation: Document all interventions and keep the knowledge base up to date.
Required profile : Education: Associate's degree to Master's degree in Networks & Telecoms, IT, or a related field.
Experience: Proven experience of at least 1 to 2 years in a similar role within a call center / shared services center (NOC / IT Helpdesk).
Technical Skills:
Solid knowledge of network protocols (TCP/IP, DNS, DHCP, VPN, VLAN, routing).
Proficiency with network equipment environments (Cisco, Fortinet, Huawei, Juniper, etc.).
Knowledge of ticketing tools (Jira, ServiceNow, Zendesk, etc.) and monitoring tools (Nagios, Zabbix, SolarWinds...).
A network certification (CCNA, Network+, etc.) is a strong asset.
Languages & Soft Skills:
Fluent/Bilingual English (required): Excellent oral and written communication to interact smoothly with our English-speaking clients and partners.
Flexible Hours: Full availability to work exclusively on night shifts.
Analytical skills, rigor, stress resistance, and a strong sense of customer satisfaction.