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Open nowPosted 2 days ago

Ingénieur Technique Support Client (H/F)

VIAVI Solutions152 open roles

Where
St Herblain, FRA
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Your applicationOpen nowIngénieur Technique Support Client (H/F)VIAVI Solutions · St Herblain, FRA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on VIAVI Solutions's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.6% of postings close within 7 days. Measured by our own scanner across the market. VIAVI Solutions postings stay open a median of 17 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.7%3 days
  3. 13.6%7 days
  4. 21.9%14 days
  5. 36.9%30 days
  6. 59.0%60 days
This job: posted 2 days ago

VIAVI Solutions median: 17 days open

The posting

Summary:

Duties & Responsibilities:

Missions principales:

  • Configuration du déploiement logiciel et matériel.
  • Assurer le support technique auprès des clients (niveau 2 / 3 selon organisation).
  • Analyser, diagnostiquer et résoudre les incidents techniques complexes.
  • Escalader les incidents vers les équipes internes (R&D, DevOps, Produit) si nécessaire.
  • Suivre les tickets support jusqu’à leur résolution complète.
  • Documenter les incidents, solutions et procédures techniques.
  • Exécuter les tests des systèmes livrés soutenant les projets pendant la phase d’acceptation.
  • Accompagner les clients dans l’utilisation des solutions (logiciels, systèmes, équipements).
  • Participer à la mise à jour de la base de connaissances (FAQ, guides, procédures).
  • Contribuer à l’amélioration des produits via les retours clients.
  • Former les clients ou équipes internes à l’utilisation des solutions.

Responsabilités:

  • Respect des SLA et des engagements de service.

Maintien de la documentation de déploiement et technique pour:

  • Les processus et procédures d'installation.
  • Inventaires et descriptions des bases installées.
  • Spécifications techniques pour le déploiement.
  • Identifier les problèmes de déploiement, tant logiciels que matériels, et fournir une solution adéquate dans les plus brefs délais.
  • Satisfaction et fidélisation des clients.
  • Qualité du diagnostic et des solutions apportées.
  • Traçabilité et reporting des incidents.

Pre-Requisites / Skills / Experience Requirements:

Compétences techniques:

  • Solides connaissances en informatique / systèmes / réseaux / logiciels (selon contexte).
  • Maîtrise des environnements Windows et/ou Linux.
  • Connaissance du déploiement sur les environnements virtualisés et conteneurisés.
  • Utilisation d'outils de supervision des performances et de dépannage des réseaux de télécommunications (analyse des protocoles et des flux d'appels, etc.)
  • Connaissance des outils de ticketing (Zendesk, Jira Service Management, ServiceNow, etc.).
  • Compréhension des architectures applicatives et/ou matérielles.
  • Notions en bases de données, API et protocoles réseau (un plus).
  • Capacité à lire et comprendre des logs techniques.
  • Installation et configuration de base du matériel

Compétences relationnelles (soft skills):

  • Excellent sens du service client.
  • Capacité d’écoute et pédagogie.
  • Gestion du stress et des priorités.
  • Esprit d’analyse et de résolution de problèmes.
  • Communication claire, écrite et orale.

Profil recherché:

  • Bac +5 en télécoms (préféré), informatique ou domaine équivalent.
  • Expérience en support technique ou service client IT appréciée.
  • Anglais technique ou professionnel requis (selon clients).

#LI-Hybrid

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