End user support engineer
The End User Support Engineer is responsible for providing first-line IT support to employees, ensuring timely resolution of issues and maintaining a high level of customer satisfaction. This role involves handling tickets, troubleshooting problems, escalating when necessary, and creating self-help resources for end users. Additionally, the engineer will perform basic support tasks for ERP systems and contribute to continuous improvement of support processes.
Core responsibilities:
- Monitor and pick up tickets from the helpdesk queue.
- Resolve issues where possible or document troubleshooting steps and escalate to second-line support.
- Communicate effectively with end users to gather information and provide updates.
- Knowledge Base Development
- Create and maintain self-support articles and FAQs to empower end users.
- Identify recurring issues and develop solutions to reduce ticket volume.
- Perform basic support tasks for ERP systems, including user assistance and minor configuration troubleshooting.
- Escalate complex ERP issues to specialized teams.
- Deliver professional support in English (written and spoken). [mandatory]
- French or German language skills are a plus for supporting multilingual users.
- Work closely with second-line support and other IT teams to ensure smooth issue resolution.
- Provide feedback on common issues to improve processes and tools.