L2 Business & Technical Support Technician

The Client is a Shared Service Center department that provides IT Level 2 support for several countries part of the Group – multinational in retail business. The mission is to ensure that the services provided to their customers are available and performing up to Service Level Agreement (SLA), through continuous monitoring and troubleshooting of the issues of all IT resources and recurring operations for the countries and applications in scope.


Analyze and diagnose the events detected on the network, servers or flows between different applications;
Handle incidents and solve them or escalate according to the existing procedures using ticketing systems;
Responsible with starting, stopping and constantly monitoring the IT resources respecting the daily schedule;
Launch recovery tools or commands (manual recovery, reconfiguration of IT resources, copying of files, backup operations);
Restart the jobs after resolution;
Ensure the availability of physical resources (disks, robots, controllers, etc.) and logical resources (software, disk space);
Optimize system or component performance;
Establish a knowledge management system based on the recurrence of common errors;
Record the problems encountered and techniques used to solve it for future reference;
Create the documentation that describes products, services, components and applications;
Create templates for document management systems;
Verify that existing documents are valid and up-to-date;
Responsible with maintaining the knowledge database updated.


1 year of IT support experience;
Basic knowledge of networking (TCP/IP, etc.) and Linux;
Basic understanding of following concepts: database, application server, programming language;
Basic ITIL knowledge : Incident, Problem, Change management;
Excellent written and verbal communication skills;
Very good level of English language (B2 minimum);
Available to work in a 24/7 schedule;
Outstanding analytical abilities, multitasking and result oriented.