About the job
As a Junior Engineer, you will serve as the primary point of contact for technical inquiries and incidents within Team Picard. Your commitment ensures that both our clients and colleagues can consistently rely on a stable IT environment. You will register incidents, assess their urgency, manage support cases directly, and escalate issues when necessary, always prioritizing quality and speed.
You will collaborate closely with the Incident and Problem Managers as well as your colleagues to facilitate a smooth support process. This role offers you the opportunity for gradual advancement, from resolving first-line incidents to tackling technical challenges that are more aligned with engineering. Each day presents new opportunities to learn, share knowledge, and make a tangible impact on the functioning of our IT services.
Your Core Responsibilities:
Ticket Handling & Coordination
You are the starting point of our service operations. You will receive incident and service tickets via our ITSM system, email, and phone, ensuring they are routed to the appropriate teams. You will monitor progress, keep a close eye on SLAs, and make sure nothing slips through the cracks. Within the first-line team of two, you will balance workloads and ensure that open RITMs and monitoring tickets are actively followed up.
Technical Support
From managing user accounts in Keyhub to making adjustments to VDI settings, you will handle it all. You will assist with storage expansions, CPU settings adjustments, and system restarts. If issues arise with OpenVPN certificates, you will resolve them. Additionally, you will identify recurring issues and contribute to structural improvements, enhancing our service quality.
Monitoring & Reporting
You will keep a vigilant eye on our systems, analyze monitoring alerts, and identify trends. Upon discovering patterns, you will proactively advise on improvements. Weekly, you will evaluate ticket quality with the team and share your insights, fostering a culture of collaboration and efficiency. Daily, you will coordinate with the Incident Manager on progress and address potential bottlenecks before they escalate.
Support & Communication
You will act as a liaison between support, engineers, developers, and other teams. You will ensure that internal documentation is up-to-date and that colleagues benefit from the latest insights. Furthermore, you will keep end-users and colleagues informed about updates and progress in a clear, friendly, and customer-focused manner.
