IT Support Specialist (x/f/m)

at  Doctolib

THE MISSIONS

Your responsibilities include but are not limited to:

• Provide IT support to users (on site and remote)
• Provide level 2 support for incidents escalated by the service desk, working closely with them to resolve issues in timely manner with a focus on satisfaction
• Work in remote collaboration with the teams based abroad as well as with the squads.
• Escalate and track tickets escalated to other support teams (Security, Technical Services, etc.).
• Documenting resolution processes and methods.
• Ensure that the table of known incidents and problems is always up to date.
• Proactively propose automation or processes to improve user satisfaction.
• Detect recurring incidents or requests with a view to continuous improvement.
• Participate in the qualification of new IT equipment and the testing of new applications.
• Prepare IT packages as part of the onboarding of new arrivals.
• Carry out onboarding and offboarding tasks in accordance with procedures and Service Level Objectives.
• Business trips possible, to another office in France or abroad.

WHAT YOU’LL DO

In order to give the best experience to Doctolibers and to respond to the growth of Doctolib, we are looking for an IT Support Specialist for our Milan office.

Your responsibilities include but are not limited to:

• Provide IT support to users (on site and remote)
• Provide level 2 support for incidents escalated by the service desk, working closely with them to resolve issues in timely manner with a focus on satisfaction
• Work in remote collaboration with the teams based abroad as well as with the squads.
• Escalate and track tickets escalated to other support teams (Security, Technical Services, etc.).
• Documenting resolution processes and methods.
• Ensure that the table of known incidents and problems is always up to date.
• Proactively propose automation or processes to improve user satisfaction.
• Detect recurring incidents or requests with a view to continuous improvement.
• Participate in the qualification of new IT equipment and the testing of new applications.
• Prepare IT packages as part of the onboarding of new arrivals.
• Carry out onboarding and offboarding tasks in accordance with procedures and Service Level Objectives.
• Business trips possible, to another office in France or abroad