Technical Service Engineer Practitioner with French Lisboa

Technical Service Engineer Practitioner with French
Lisboa
Lisboa, Lisboa, Portugal

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Role Purpose: The role holder is
- sufficient when resolving routine problems or enquiries across several products or technologies for multiple customers. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects.

Key Accountabilities :

• Windows security expert, be able to provide security advices & test newest security updates on costumer software environment.
• Windows Antivirus expert, be able to update regularly viral base & test newest versions under costumer software environment.
• Expert in the software marketed by his/her company and their interaction with the computer system of their customers or the computer infrastructure (network, machines) of his/her company, he/she is the guarantor of their proper functioning. He/she assists users in their learning and development and intervenes when they encounter blocking or even critical IT difficulties.
• Technical Capability. Works within a team supporting end users with technical queries relating to several products/systems (e. g. Microsoft products, operating systems, networks, applications, PCS).
• Business Awareness. Has a good understanding of the customers’ environment and service delivery requirements to enable the delivery of the service.
• Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
• Problem Solving. Takes ownership for listening to and understanding the customer’s problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.
• Team Working. Is a key team member, demonstrating personal leadership and initiative resolving issues and supporting other team members.
• Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.
• Level 1, 2 and 3 incidents
• Centralized ticket management system
• Third party application maintenance (TMC)
• Production releases (MEP)
• Log management
• Laboratory Management

Key Performance Indicators :

• Feedback from customers.
• Technical Assessments.
• Evidence of sharing and
  - use of knowledge.
• Correct management of processes followed to deliver service.
• Improvement/enhancements to service delivery.
• Known errors with workarounds or fixes loaded in knowledge database.
• Percentage of customer problems resolved within required timescales.
• Meets service level requirements.
• Feedback from colleagues and team manager.
• Up to date personal learning plan.

Main Activities :

Management of level 2 or 3 incidents & problems

1. Categorize and prioritize support requests to optimize incident handling: identify the level and type of expertise required and possibly redirect to the right contact (level 1 support, outsourcing, level 3 expert, designer).
2. Develop test programs (or use existing programs) that will identify the source of the failure.
3. Identify the "root causes" of incidents and develop resolution plans
4. Resolve incidents, possibly by patching the software in collaboration with its developers.
5. Produce an incident report for users for each problem solved.

Manage move to production (Go-live)

1. Lead or accompany the commissioning (installation, configuration) of the software(s) or network and ensure its proper integration into the IT ecosystem
2. Supervise/conduct the installation of new software versions or the updating of the networks that he/she administers.
3. Participate in the testing of new software versions and network upgrades and analyze test results to propose corrections and improvements.
4. Accompany customers in their migration and evolution projects of their computer system or lead them and evaluate the implications on the business software.

Follow-up of software or network documentation

1. Write specifications specifying the conditions of use and interaction of the software or network (specifications).
2. Participate in the drafting of technical documentation for users, including the user guide.
3. Build procedures and tools for activities that can be delegated to level 1.
4. Ensure the updating of the technical documentation.

Steering the quality of service

1. Carry out a technological watch in the field of servers and operating systems.
2. Analyze the incidents identified and build tools to prevent their repetition or facilitate their management (log management, alert, automation of certain tasks).
3. Maintain a knowledge base of investigation and resolution plans.
4. Gather and identify new customer needs and aspects that need to be improved in order to identify ways to optimize them.
5. Guarantee a high level of service quality (response times, quality of exchanges and advice, knowledge transfer, equipment security, storage reliability).
6. Produce indicators, analyses and activity reports.

Transfer of skills

1. Train level 1 support teams and end users in the use of the products.
2. Demonstrate new features and modifications.
3. Provide technical expertise to Level 1 support teams.

Profile required :

1. Engineering school diploma in computer science, networks or generalist
2. Length of experience
3. A minimum of five years experience in a company in the IT field is required.

Required Skills :

• Technical skill

- Deep knowledge of the operating system Windows is required and virtual and cloud environments

- Good knowledge of scripting tools (Shell, Powershell, Bash/Python, VBScript, HTA, batch. . . )

- Good knowledge of SQL/no
SQL query building and analysis (SQL Server/Mongo
DB. . . )

- Good knowledge of database management tools (My
SQL, SQL, Oracle, Post
Gres, Firebird. . . )

- Good knowledge of programming (Java, CSS, J2EE. . . ) for software support engineers or network administration for network support engineers

- Good knowledge of network infrastructure, included protocols (TCP/IP, ICMP, FTP, HTTP, SNMP, …)

- Very good knowledge of ticket management tools

- English and French speaker (advanced)

• Professional skills

- Organizational skills

- Analytical skills

- Autonomy

- Relational skills

- Sense of customer service

- Availability

- Pedagogy

- Intellectual curiosity

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.