Groupe Interway

IT Support

• Troubleshooting
• Diagnose IT malfunctions (hardware or software) remotely using defined procedures and internal tools (DMS)
• Identify resources required to resolve incidents
• Perform remote troubleshooting across IT and office equipment fleets (hardware, software, networks, etc.)
• Guide users or take remote control to resolve technical issues
• Adhere to the quality, security and time requirements defined by Interway and its clients
• Document each intervention: create, track, escalate and close tickets according to established procedures
• Operational Maintenance (MCO)
• Configure workstations according to user needs and perform functional tests
• Perform software updates as part of hardware upgrades or at the client’s request
• Provide basic user training to promote autonomy
• Provide educational support during users’ onboarding of tools

Experienced Helpdesk Technician

Human Resources

• Develop or update GPEC (strategic workforce planning) systems and tools:
• Draft and/or update job descriptions with managers
• Create and/or update competency matrices associated with each job description
• Integrate into the new HRIS
• Update the occupational reference framework
• Provide advice and guidance to managers
• Review existing tools and propose improvements
• Contribute to the update and enhancement of the HRIS
• Identify and report improvement needs or technical anomalies
• Train and support managers and employees in using the HRIS
• Review analysis tools and propose enhancements
• Participate in monitoring and launching performance review/appraisal campaigns via the HRIS
• Provide backup support for HR referents in tracking and executing the training plan within the tools
• Participate in ongoing projects.

HR Development Manager – GPEC

• De régler à distance les problèmes liés au système d'information dans sa globalité
• Diagnostiquer & Réparer
• Maintenir en Condition Opérationnelle
• Former & Accompagner l'utilisateur
• Accueil téléphonique et analyse demande client
• Identifier les dysfonctionnements et apporter des solutions suivant les procédures
• Saisie de dossier dans nos outils
• Maitrise des terminaux de paiement RTC, IP/ADSL, GPRS
• Aider les utilisateurs lors de l’installation du TPE et les former à son utilisation
• Mettre à jour les logiciels, initialiser et paramétrer les TPE selon les références données

Technicien Helpdesk

Administrative Assistant

• Monitor and close ongoing transport requests (national and international).
• Manage technicians' pickups and returns, and handle associated anomalies and disputes.
• Receive and process unidentified returns from technicians.
• Organize and track special transports, collections, or rerouting of parcels in case of delivery errors.
• Request and verify required documents from carriers.
• Maintain regular follow-up on transport-related disputes, coordinating corrective actions with carriers and internal teams.
• Identify and report anomalies observed in deliveries and alert relevant departments for resolution.
• Provide regular reporting to the Head of Logistics on any malfunctions or corrective actions to be implemented.

Administrative and Logistics Assistant

• Troubleshoot and resolve Level 1 incidents and requests
• First-level administration of Active Directory (AD) and Exchange accounts
• Provide phone support with remote access/control
• Manage IT hardware inventory at the client site
• Monitor tickets using the ticketing system and follow up on unresolved incidents
• Prepare and deploy workstations

Helpdesk Support Technician

Account Manager

• Élaborer et mettre en œuvre une stratégie de développement pour chaque compte stratégique (account plan)
• Identifier et saisir les opportunités de croissance au sein des comptes existants
• Élaborer un maillage du compte et décliner la proposition de valeur du groupe Interway à l’ensemble des interlocuteurs du compte
• Agir en tant qu'ambassadeur du Groupe Interway auprès des clients stratégiques
• Être le garant de la qualité de service et de la promesse de vente
• Piloter le P&L du compte
• Prospecter et acquérir de nouveaux comptes stratégiques pour le groupe
• Concevoir et présenter des offres adaptées aux enjeux spécifiques de chaque compte
• Négocier et conclure des contrats complexes et à forte valeur ajoutée
• Coordonner des équipes pluridisciplinaires (avant-vente, marketing, delivery, opérations…) pour garantir la satisfaction des clients stratégiques
• Anticiper les évolutions du marché et les besoins futurs des clients stratégiques
• Contribuer à l'évolution de l'offre du groupe en collaboration avec les équipes produit et marketing
• Partager les insights stratégiques avec la direction pour orienter la stratégie globale du groupe

Global Account Manager, IT Services

Support Engineer

• On-site technical support
• Provide technical support for events
• Coordinate technical interventions with related services
• Keep meeting rooms in operational condition
• Install and maintain audiovisual equipment
• Assist VIP users
• Manage bookings for event rooms
• Track inventory and ensure equipment replenishment
• Coordinate technical teams to resolve incidents
• Participate in continuous improvement projects
• Provide regular activity reporting

On-site Support Technician, VIP

Administration

• Handle technical projects in collaboration with a Project Manager
• Verify system and software installations
• Administer virtual machines and manage incidents
• Provide Level 3 support to keep systems operational
• Contribute to drafting procedures and implementing automation

Desktop Administrator, Virtual Environments

• Assurer le support de proximité de premier niveau sur l’ensemble du périmètre Workplace et Audiovisuel
• Maîtriser l’environnement Windows (client).
• Réaliser l’assistance et le dépannage sur tablettes et mobiles.
• Accompagner le déploiement et assurer le suivi des nouvelles solutions implémentées.
• Conduire des formations, à l’écrit et à l’oral, pour l’ensemble du personnel.
• Élaborer et mettre à jour les procédures.
• Créer et suivre le traitement des tickets de niveau 1.
• Participer à l’onboarding/offboarding des collaborateurs
• Gérer le support de premier niveau en Audiovisuel.

Technicien support de Proximité

• Work on a variety of IT equipment and telecommunications systems
• Perform audits, repairs, or preparations according to client specifications
• Configure IT and/or electronic hardware
• Diagnose faults and perform accurate troubleshooting
• Repair equipment based on the diagnosis
• Document each step to ensure traceability

IT Technician

Manager

• Provide first-level onsite support across the entire Workplace and Audiovisual scope
• Support Tangram staff
• Support academy staff
• Support events
• Prepare rooms (network tests, Microsoft Teams, audio, video)
• Provide first-level production/operations support during onsite cohorts (audio, video, lighting)

Assistant Manager, Onsite Support

Director

• Define QHSE (Quality, Health, Safety, Environment) policy
• Drive, prioritize and sequence the actions to be taken
• Analyze risks by business area and investigate workplace accidents
• Assess environmental impacts and ensure regulatory compliance
• Establish quality indicators
• Promote the environmental policy across the organization

QHSE Director

• Supervise teams responsible for technical and administrative operations
• Ensure the quality and compliance of processed tasks
• Monitor tickets and requests via ITSM tools (e.g., ServiceNow)
• Ensure adherence to SLAs and contractual commitments
• Participate in the implementation of technical projects (deployment, migration, integration)
• Produce monitoring indicators (KPIs) and activity reports
• Manage, train and support Back Office staff
• Organize schedules and manage priorities

Manager – Back Office

• Assurer le support de proximité auprès des utilisateurs du site
• Diagnostiquer, traiter ou escalader les incidents matériels et logiciels
• Prendre en charge les demandes utilisateurs
• Gérer les interventions terrain : remplacement de matériel, branchements, configuration
• Documenter les interventions dans l’outil de ticketing
• Participer aux tâches de maintenance préventive

Technicien Support de Proximité

• Defines, adapts and develops the company’s QHSE policy
• Proposes an action plan and the resources to be implemented
• Communicates QHSE objectives and their attainment
• Drives, sequences and prioritizes actions to be taken
• Establishes quality indicators and ensures their monitoring
• Promotes the environmental policy to all staff
• Leads and manages QHSE referents by defining their tasks