Infrastructure Support Senior Engineer-Infrastructure Management

Company Description

About Sopra Steria

Sopra Steria is a major technology player in Europe with 51,000 employees in nearly 30 countries. It provides consulting, digital services and solutions to help clients drive digital transformation and achieve sustainable benefits.

Job Description

• Manage calls, emails, chats, incidents and alerts using the ServiceNow ticketing tool, ensuring details are recorded and issues are addressed promptly.
• Document incidents, alerts, events and problems using standard reporting methods.
• Address and escalate issues quickly as necessary.
• Use checklists to ensure identified problems are properly addressed.
• Follow ITIL standards and the company quality management system to meet service-level agreements.
• Support users with logging incidents, requests and changes.
• Coordinate tickets through closure and handle basic support activities.
• Adhere to the French time zone and France holiday calendar.

Mandatory Skills

• Strong understanding of operating systems, Microsoft Office, Google Workspace, Active Directory, VPNs, ServiceNow, firewalls and network devices.
• Excellent written and verbal communication skills.
• Familiarity with the ITIL framework and practices.
• Basic knowledge of user and security groups in Active Directory.
• Cloud knowledge is required; AWS Cloud Practitioner certification is a plus.
• Previous IT Service Desk experience is a plus.
• Ability to provide occasional on-site support for end users.
• Self-motivated team player committed to excellent customer service.

Qualifications

MCA, B.Tech or another bachelor's degree.

Additional Information

Sopra Steria is committed to fighting all forms of discrimination and fostering an inclusive, respectful work environment. All positions are open to people with disabilities.