Senior User Support Technician (Level 2-2)

Keoni; Paris; Hybrid; EUR 38,000 - 54,000; Full time

Job summary

Kéoni Consulting in France is seeking a Senior User Support Technician (Level 2-2) to be the primary contact for employees and manage IT and telephone requests.

You will diagnose incidents, provide Level 1/2 support, escalate when needed, maintain documentation, and contribute to process improvements, ensuring timely resolutions and smooth operation of the user support function.

Qualifications

• Familiar with ITIL processes and standard support practices.
• Experience handling IT and telephone incident reports.
• Ability to diagnose and resolve Level 1/2 issues or escalate appropriately.

Responsibilities

• Receive, process, and track IT and telephone requests from employees.
• Analyze reports of IT and telephone anomalies; classify incidents.
• Escalate to higher levels when necessary; monitor resolutions.
• Maintain business documentation for assistance and support.
• Update incident tracking tools and support processes.

Skills

ITIL processes

Incident management

Telephone systems

Customer support

Ticketing tools

Tools

Service desk software

Job description

# Senior User Support Technician (Level 2-2)* Home* Senior User Support Technician (Level 2-2)* June 25, 2026* 0 Comments* By Roberte OkoyaMission Context: We are looking for a technician to be the primary point of contact for the business, providing support and guidance during incident reporting. The team already consists of three individuals who provide support for this area. Responsibilities: – Receiving, processing, and tracking IT and telephone requests from employees (installation and configuration of computer and telephone workstations, workstation support, requests for IT application access, etc.) – Receiving and analyzing reports of IT and telephone anomalies and incidents from employees or detected by the IT department's monitoring tools. Your knowledge and experience with IT systems will allow you to provide Level 1 or Level 2 support, depending on the application. You will also be responsible for escalating, monitoring, and coordinating the successful resolution of certain incidents. – You are familiar with and proficient in ITIL processes. – Within the team, when faced with incidents that have a significant impact on business operations, you will provide analysis and propose solutions or workarounds to resolve the issue quickly. – You are recognized for your skills in supporting and operating a telephone infrastructure. – You validate the installation and integration of new technical and system releases. – You contribute to the development of business documentation for assistance and support. – Application of the processes and procedures implemented within the TSI 2 Support team. – Activities: Monitoring employee requests: – Takes responsibility for requests (phone calls, emails, Teams messages). – Analyzes, qualifies, prioritizes, and processes assigned requests: implements the necessary actions or transfers requests to the relevant teams for processing. – Tracks requests and informs employees of their progress. – Updates the request and incident tracking tool for the purposes of monitoring service activities. Incident and Anomaly Tracking: – Handles calls and emails from employees – Records reported incidents and malfunctions – Pre-diagnoses and categorizes incidents or anomalies – Addresses first- or second-level incidents or anomalies: diagnosis, identification, information, resolution, training – If necessary, escalates incident or anomaly reports to the appropriate entities (levels 2 and 3) and monitors their resolution - Alerts management to any incident affecting the "normal operation" of IT and telephone services. - Contributes to the preparation of monthly reports for tracking employee requests and incidents and anomalies. Management and maintenance of the Noisy site's IT and telephone infrastructure: - Ensures the IT and telephone infrastructure management tool is updated following any changes (installation, removal, and modification of workstations). Updating processes and procedures: - Contributes to the maintenance of processes and procedures for the various IT support activities. Ongoing maintenance of telephone flow distribution matrices: - Contributes to the maintenance and evolution of telephone flow distribution specifications.Founded in 2008, Kéoni Consulting is an IT consulting and engineering firm specializing in the banking, financial markets, insurance, and industrial sectors. We are the partner for major accounts in their digital transformation. We help them transform their business model, align their operational processes, select the best technologies, and mitigate and overcome the risks associated with digitalization. Kéoni Consulting helps companies to: Make a difference ; Innovate and create ; Reinvent their business ; Satisfy customers ; Gain a competitive advantage; Become the leader in their sector; Become the leader in your sector. Our activity covers the entire information systems lifecycle (Project Management, Business Analysis Consulting, Design, Implementation, Maintenance, Production, and Operation).**Job Category:** Digital Transformation**Job Type:** Full Time**Work location:** Europe