As a Level 2 Multimedia Support, your role is to coordinate the resolution of incidents in compliance with SLAs, manage the incident documentation database, and ensure the overall improvement of the quality and availability of the service.

Missions:

• Manage the customer incident backlog received from level N1, from reception to resolution (information gathering, analysis, testing, monitoring and capitalization).
• Perform preliminary analyses using the tools provided
• Manage escalations, inform L1s about the progress of the solution.
• To come and implement the appropriate corrective processes
• Investigate the incidents thoroughly
• Follow-up of incidents escalated to the N3 team.
• Write the documentation for the processing of internal tickets for the team.
• Maintain N2/N3 synergy and share blocking problems.
• Contribute to the quality meeting.
• Contribute to the authenticity of the levels of the N1 escalation chain closest to the customers.

Desired Candidate Profile

Methodological: references and standards: ITIL V3, ISO 20000, Sales Force, Confluence.

Good communication skills in French (written/spoken)

Good English (written/spoken)

Good analytical skills

Orient solution

Rigor

Good team spirit and sense of service