TSG Group

IT Support

• Provide Level I and II remote support (phone & remote access) for proprietary software to users.
• Handle requests related to technical incident resolution, training needs and analysis of specific cases.
• Review the reported issue, establish a diagnosis and conduct a detailed analysis.
• Resolve issues remotely, or dispatch a technician on site when necessary.
• Produce a report detailing actions taken and, if needed, actions to be performed (escalation to Level III and follow-up on interventions).
• Actively participate in the evolution of maintained systems through update campaigns.
• Plan and carry out update campaigns.
• Maintain tracking sheets.
• Client reporting.
• Contribute technically and organizationally by using and enriching the knowledge base.
• Update the knowledge base.
• Escalate to management situations that may require the implementation of procedures.

IT Support Help Desk Technician