Tech Support Level 2 38-42K€ H/F Cenareo
Toulouse - 31 CDI- Secteur informatique • ESN
Les missions du poste
Your mission at Cenareo
You provide advanced diagnosis, resolution, and follow-up of technical incidents, ensuring high-quality customer service while escalating more complex issues to higher levels when necessary.
Incident Management :
- Handle incidents escalated by Level 1 support
- Diagnose complex problems and provide tailored solutions
- Escalate critical or specific issues to Level 3 support when required
Request Handling :
- Respond to technical assistance requests from users or clients
- Participate in system or software installation, configuration, and updates as needed
Team Collaboration :
- Work closely with internal teams (Support, Product, Level 1 and Level 3)
- Provide clear feedback and regular reports on handled incidents
Documentation and Continuous Improvement :
- Document processes, resolutions, and solutions in shared knowledge base
- Suggest improvements to existing tools, procedures, or workflows
Monitoring and Reporting :
- Ensure compliance with SLAs (Service Level Agreements)
- Regularly follow up on open tickets and ensure timely resolution
Le profil recherché
Your qualifications, experience, knowledge, skills
- Minimum 2 years in technical support, ideally in a similar role
- Associate's or Bachelor's degree in IT or equivalent
- Strong knowledge of system environments (Windows, Linux) and networks (TCP/IP, DNS, VPN, etc.)
- Experience with ticketing systems (e.g., HubSpot, Jira, or equivalent)
- Familiarity with ITIL processes and support best practices
- Ability to analyze logs, diagnose incidents, and propose resolutions
- Ability to manage stress and prioritize critical tasks
- Strong customer service orientation, with clear and effective communication
- Analytical mindset and precision in diagnosing and resolving issues
- Proficiency in English (technical level) and preferably another language, like French
Recruitment process
- Phone Screening with the Talent Acquisition Manager
- Interview with the Head of Engineering (Call + on site itv)
- Interview with the Head of HR
Bienvenue chez Cenareo
About us
Our ambition is to turn our clients into Media Owners by scaling up tools, messages, services & audience interactions.
Since 2013 our sole focus has been to deliver solutions that help brands speed up their engagement strategy transformation for workforces (improving employee engagement thanks to internal communication) and clients (driving sales thanks to in-store communication).
We started with offline communication on screens placed in offices or in stores (Digital Signage) and recently increased the reach of their communications, adding an online layer to our customers.
Our 70+ people company has been profitable since 2022 and is located in France (45+people in Toulouse (Headquarter) and Paris), Tunis (25 people).
We have very strong basics with two great products used daily by hundreds of users :
A Digital Signage solution equipping 25K+ screens in 32 countries
A Video Suite generating 1000+ video projects every month
Our culture is ultra strong and oriented around :
The Champion's league mindset (we are always looking for being better individuals and achieving better results) for our team but also through our solutions
The Concern for others (we care about our employees, altruist, mutual respect and listening are musts)
The Client and service focus (we don't want to BE solution provider, we want to team up with our customers and are eager to better understand how they are using our solutions to improve IT and help them achieve better results)
The Assertiveness (the feedback culture is essential, we challenge with confidence, and we value initiatives)
What we offer
Hybrid working mode, you can work 3 days at home if you want
2 weeks dedicated to our onboarding program
A competitive health insurance
Meal allowance + individual money pot
"RTT" days
High-quality office spaces supporting collaboration, health and wellbeing
Team building & Company events
Online library and e-learning platform for every employee and their family
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