L1 Technical Support Engineer

EfficientIP; La Garenne-Colombes; Sur place; EUR 32 000 - 42 000; Plein temps

Résumé du poste

EfficientIP in Paris is seeking a Level 1 Support Engineer to qualify issues, gather information, and define a first diagnosis. You may solve problems independently or escalate to the next support level with help from the Development team.

You will design action plans, test in a case environment, and implement the best solution. The role requires DNS/DHCP/IPAM know-how, TCP/IP networks, and strong customer communication in French and English.

Qualifications

• 1-2 years experience with DNS, DHCP, IPAM, TCP/IP networks and HTTP/HTTPS.
• Must be located in Paris or Ile-de-France.
• Fluency in both French and English is mandatory.
• Degree in Computer Science and Telecommunication or similar.

Responsabilités

• Qualify the issue, gather information, and define a first diagnosis.
• Solve the problem or escalate to the next support level.
• Receive assistance from Development when needed.
• Design action plans and test in a case environment; implement the best solution.

Connaissances

Technical Support

Network Support

Systems Administration

Help Desk

Configuration Management

Formation

Degree in Computer Science and Telecommunication or similar

Outils

BIND

Active Directory

IPAM

Description du poste

Responsibilities

As a Level 1 Support Engineer, you will have to qualify the issue, gather the required information to start investigation and define a first diagnosis. You will work to solve the problem on your own, or escalate the issue to the next support level. If needed, you will receive assistance from the Development team.

Designing and developing one or more courses of action, evaluating each of these courses in a test case environment and implementing the best solution to the problem can be required.

Customer Service Experience

• Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via email and/or phone.
• Research, resolve, and respond to customer questions and call-backs in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
• Acquire and maintain current knowledge of product offerings and support policies to provide technically accurate solutions to customers.
• When needed, elevate issues to appropriate individuals based on established guidelines and procedures.
• Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

Your Key Success Factors

• Experience or skills in the following areas is desired: Technical Support, Network Support, Systems Administration, Help Desk or Configuration Management, and enjoy dealing with Customers.
• 1-2 years work experience with DNS, DHCP, IPAM, TCP/IP network architectures, HTTP/HTTPS and other Internet protocols.
• Must be located in Paris or Ile-de-France.
• Fluency in both French and English is mandatory.

Technical Skills

• Experience with TCP/IP network architectures on various platforms (Unix, Linux, Windows, etc.) and how those platforms interoperate with DNS and DHCP. Knowledge of Unix systems is very welcomed.
• Familiarity with IP Address Management (IPAM) and Microsoft Active Directory desired.
• Understanding of public DNS design principles, DNS platforms such as BIND and the DNS protocol itself.
• General understanding of HTTP/HTTPS and other Internet protocols including their performance characteristics.

Education

Degree in Computer Science and Telecommunication or similar.

Working Conditions

We offer a great opportunity to grow with our company, in a rapidly advancing and strongly innovative environment.

At EfficientIP, we fully believe in congeniality in the workplace and in our relationships with our customers, partners and colleagues.

We ensure a positive work environment that is encouraging, enthusiastic and motivating to our team. This approach breaks down barriers in order to stimulate our Company’s ambition of constant overachievement.

You will be part of a fun & ambitious team !