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Support Engineer

• Support & Assistance utilisateurs (N1/N2)
• Réponse aux demandes utilisateurs (incidents et demandes)
• Conseil et accompagnement dans l’utilisation des logiciels métiers
• Détection des utilisateurs en difficulté
• Rédaction de guides utilisateurs et procédures support
• Formalisation des bonnes pratiques
• Analyse qualitative et quantitative des actions menées
• Remontée des anomalies et propositions d’évolution
• Participation aux tests fonctionnels des nouvelles versions
• Rédaction des plans de tests
• Détection d’anomalies et remontée aux équipes projet
• Création, modification et suppression des comptes utilisateurs
• Respect des procédures de sécurité et de conformité

Technicien support applicatif

• Support de proximité à l’ensemble des utilisateurs (distant et physique);
• visites proactives sur les sites distants
• Préparation, déploiement, supervision et support des ordinateurs et autres équipements composant l’environnement de travail des utilisateurs (imprimantes, visio-conférences …).
• Dans le respect des règles Groupe (aspects opérationnels et sécurité).
• Participe activement à la gestion des équipements (réception, inventaire, reconditionnement …)
• Assure le lien entre les utilisateurs et les équipes support L3 ou les fournisseurs de technologie dans la résolution des incidents ou l’implémentation de nouveaux services/technologies
• Création et maintenance des procédures d’exploitation
• Promotion des nouvelles technologies introduites par le Groupe auprès des utilisateurs
• Participation active aux projets business et IT

Technicien Support de Proximité

Manager

• You are responsible for managing the full lifecycle of IT equipment and coordinating purchases across multiple business areas.
• You ensure equipment availability, the reliability of data in internal tools, and smooth collaboration between internal teams and external partners.
• Management of the IT hardware inventory.
• Administration and validation of the IT asset registry in ServiceNow (creation, updates, status tracking).
• Analysis of discrepancies between the physical inventory and the theoretical inventory, regular audits and handling of anomalies.
• Tracking the full lifecycle of equipment: receipts, assignments, renewals, returns and decommissioning.
• Procurement and supplier coordination.
• Analysis of business needs and formalization of purchase requests.
• Supplier consultations, requests for quotes and comparison of offers.
• Placement and tracking of orders, management of lead times and anticipation of supply risks.
• Monitoring deliveries, receipts and quality checks of equipment.
• Collaboration with operational teams.
• Daily coordination with warehouse/stock teams for shipments, integrations and acceptance testing.
• Verification of equipment availability before any order (laptops, accessories, peripherals).
• Tracking the integration of equipment into internal tools after receipt or deployment.
• Incident management and compliance.
• Correction of data inconsistencies (duplicates, incorrect statuses, asset anomalies).
• Implementation and continuous improvement of processes related to asset lifecycle management.
• Handling urgent requests and providing support to business teams.
• Reporting and analysis.
• Preparation of reports on consumption, stock and forecasts.
• Monitoring expenses by scope to optimize IT budgets.
• Proposing recommendations to improve procurement flows and IT asset management.

Asset Manager

• Oversight of Support activities
• Daily monitoring of backlog status
• Proactive management of outstanding tickets
• Quality checks of tickets (information, categorization, follow-up)
• Creation and updating of operational dashboards
• Active involvement in handling incidents and user requests
• Contribution to small desktop/office micro-projects
• You will support several small operational projects, such as:
• Monitoring the volume of Windows 11 migrations to be completed
• Tracking planned Zscaler installations
• Other occasional tasks related to the workstation environment

Incident Manager

• User support & local assistance
• Handling incidents and requests via the ITSM tool (GLPI)
• 1st/2nd line support for workstations, peripherals, email, local network and business applications
• On-site support interventions
• Installation, configuration and maintenance of equipment
• Daily user assistance and guidance
• Active participation in the Windows 10 → Windows 11 migration
• Preparation, image creation, deployment and monitoring of workstations
• Contribution to the setup and operation of Intune
• Management of mass deployments in a demanding environment
• Close collaboration with project and support teams
• Adherence to internal procedures
• Regular reporting on the progress of interventions and deployments

Support and Deployment Technician

IT Support

• Receive user requests through various channels (phone, ticketing systems, email, etc.)
• Log, classify, prioritize and handle requests promptly
• Resolve incidents at first level whenever possible
• Escalate requests to higher support levels in accordance with the escalation matrix
• Monitor requests throughout their lifecycle
• Inform users about the progress and resolution of their tickets
• Ensure compliance with service level agreements (SLAs)
• Identify recurring incidents and participate in their analysis
• Document interventions and update records
• Produce Help Desk activity reports
• Contribute to automation initiatives
• Capture knowledge and continuously maintain the knowledge base

Helpdesk Technician

• Take ownership of, process, or escalate tickets created or forwarded by other support levels.
• Welcome and assist users at the Support Kiosk.
• Assist VOPS users with their daily needs.
• Provide VIP support on the Malakoff site.
• Perform proactive rounds in workshops and meeting rooms to anticipate incidents.
• Manage hardware obsolescence and recommend necessary actions.
• Administer and monitor mobile devices: phones, smartphones, tablets.
• Manage hardware stock in coordination with the LISA logistics platform.
• Document cases and interventions in the dedicated tools.
• Ensure compliance with service level agreements (SLAs).
• Identify recurring issues and contribute to their permanent resolution.
• Maintain and enrich the knowledge base.

On-site Support Technician

Software Engineer

• Gather requirements and participate in solution design.
• Contribute to application development in BOARD (data model, screens, business rules, user experience).
• Integrate and validate data flows.
• Participate in testing phases and support business units during go-lives.
• Provide Level 1 and Level 2 support.
• Contribute to documentation and share BOARD best practices.
• Take part in automating and optimizing recurring tasks.
• Work collaboratively with our offshore teams and help upskill them on BOARD.

BOARD EPM Developer

Analyst

• The Operations Analyst is responsible for ensuring the operational continuity of the IT applications and therefore supervising applications and environments.
• Daily checks via the Splunk monitoring tool: monitoring file flows and applications
• Alert the relevant teams if flows are KO (not received or not sent)
• Analyze and notify teams for applications in KO
• Daily monitoring of batch production processing
• Verify correct execution of batch processing for management applications.
• No checks are performed for distribution applications
• Daytime monitoring via dashboards: application monitoring
• Monitoring of logs
• Check availability of critical services
• Monitor business activity on core applications
• Participate in incident management meetings
• Participate in expert and crisis cells with the incident manager
• Perform recurring technical tasks
• Manage items necessary for operational functioning
• Initiate technical requests
• Execute regular operations
• Perform recurring processing (e.g., payment/mandate operations)
• Manage technical authorizations

Operations Analyst

• Ensure the technical and functional integration of applications into the information system (IS).
• Define and implement technical solutions in collaboration with project teams and architects.
• Deploy DevOps best practices and Infrastructure as Code.
• Set up application environments (acceptance/UAT, pre-production, production).
• Participate in acceptance testing phases, go-lives and build-to-run activities.
• Provide expert-level support for complex incidents (Level 3).
• Ensure technical documentation and application monitoring/supervision.

Application Integration Manager

Production Engineer

• Participate in defining technical solutions by integrating production, security and performance constraints from the outset.
• Apply architecture and operations standards and recommendations from the design phase.
• Promote the reuse of existing solutions and services to ensure resilience, monitoring and faster time-to-delivery.
• Support development teams to secure, streamline and accelerate application releases.
• Implement technical user stories independently or in coordination with the relevant teams.
• Share application production best practices and support teams in adopting Agile and DevOps tools.
• Anticipate and contribute to the definition of production rollout plans.
• Drive industrialization and automation of deployments using “as code” approaches.
• Perform the technical integration of applications into the existing toolchain.
• Implement and enhance application monitoring (dashboards, monitoring, alerting).
• Apply FinOps and SRE recommendations for infrastructure optimization and sizing.
• Actively participate in IT OPS technical forums and communities (guilds, knowledge sharing).

IT Production Engineer

• Improve and optimize operational processes
• Ensure adherence to processes across all domains
• Lead the continuous improvement initiative
• Monitor and improve Service Level Agreements (SLA)
• Produce performance reports and analyses
• Define and track indicators (KPIs)
• Perform functional analyses
• Apply and promote ITIL best practices
• Ensure effective oral and written communication with all stakeholders (IT teams, business units, management, partners)

• Intégration de nouvelles applications dans le cadre de projets métiers
• Réalisation des opérations techniques pour projets, évolutions, correctifs et incidents
• Contribution à la mise à disposition des ressources de production/infrastructure
• Amélioration de l’exploitation pour réduire les incidents
• Implémentation des user stories techniques
• Expertise gestion des problèmes : analyse causes racines, mise en place de correctifs
• Support N2 en cas de blocage/incident majeur
• Analyse des volumétries d’incidents
• Organisation de cellules de crise pour incidents majeurs
• Coordination hebdomadaire des incidents
• Traitement de l’obsolescence technique
• Réalisation des activités en autonomie, communication avec parties prenantes
• Suivi des plannings projets, gestion des alertes et des blocages
• Reporting hebdomadaire des activités et risques
• Coordination des contributeurs techniques
• Interface de communication directe avec les intervenants
• Estimation des charges et réalisation des plannings techniques
• Amélioration des opérations planifiées
• Coordination des risques IT, gestion de l’obsolescence, capacity planning

Ingénieur de Production, Cloud

Consultant

• Adoption of collaborative tools and services by end users
• Creation of user guides
• Publication of weekly tips
• Communication about new features
• Facilitation of 2 peer-support communities on Viva Engage
• Preparation and facilitation of a weekly meeting with global IT contacts
• Distribution of a monthly newsletter
• Maintenance of a showcase site for Digital Workplace applications and services
• Implementation of KPIs across M365 applications
• Creation of Digital Workplace personas

Consultant Adoption, Digital Workplace

DevOps Engineer

• Design, deploy and maintain cloud infrastructures on Microsoft Azure using Infrastructure as Code (BICEP).
• Implement and manage AKS (Azure Kubernetes Service) clusters.
• Orchestrate containers using Kubernetes and Docker.
• Design, automate and maintain CI/CD pipelines (GitHub Actions, Azure DevOps, GitLab CI).
• Manage code repositories with Git, GitHub, GitLab and Azure Repos.
• Implement continuous testing processes (SonarQube, Anchore).
• Manage artifacts (Nexus, GCR, Azure Artifacts).
• Deploy applications to production and provide technical support.
• Implement monitoring and observability (Prometheus, Grafana, Azure Monitor).
• Automate provisioning and cloud resource management.
• Ensure security, performance and high availability of environments.
• Contribute to the continuous improvement of DevOps practices.
• Collaborate with development, architecture and security teams.
• Administer Linux and Windows systems in cloud environments.
• Document architectures, procedures and pipelines.

Technicien support applicatif

Technicien Support de Proximité

Asset Manager

Incident Manager

Support and Deployment Technician

Helpdesk Technician

On-site Support Technician

BOARD EPM Developer

Operations Analyst

Application Integration Manager

IT Production Engineer

Incident Manager

Ingénieur de Production, Cloud

Consultant Adoption, Digital Workplace

DevOps Consultant, Azure