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Support Expert

hace 4 meses

Tres Cantos Madrid provincia, España ALIZENT Spain SL A tiempo completo

**Air Liquide**

World leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with approximately 66,000 employees and serves more than 3,6 million customers and patients. Oxygen, nitrogen and hydrogen have been at the core of the company’s activities since its creation in 1902. Air Liquide’s ambition is to be the leader in its industry, delivering long-term performance and acting responsibly.
*

**Alizent**

Alizent, a subsidiary of Air Liquide, has more than 250 employees based in Paris, Madrid, Leeds, Montreal, Houston, Singapour, Jakarta and Kuala Lumpur. Its end-to-end approach includes the design, hosting,implementation and maintenance of Industrial IT solutions to improve the performance of their customers through 3 main axes : Monitoring & Control ; Availability & Reliability and Optimization relying on 2 main expertises : IoT and Data analytics. Thanks to our strong capacity for innovation, our international organization (projects, teams, locations) combined with our deep know-how of data and skilled proficiency in industrial processes, Alizent is today a leading player in industrial computing.

**Mission Statement**

The Support Expert is responsible to maintain the system supported, keeping the availability and the reliability minimizing down times, ensuring Service Level Agreements are met with client satisfaction.

**Missions/Contributions**

**1. Incident Management**
- Provide level 1 and level 2 support to end-users and manage incidents: resolve L1 and L2 incidents ( >80%) and escalate L3.
- Examine the cause of incidents and establish a diagnosis
- Follow up incident resolution over its complete life cycle.
- Update and communicate on progress to customers. Provide temporary solutions or a workaround when a permanent solution cannot be achieved.
- Participate in critical incidents management processes.
- Optimize incident management and resolution by introducing scripting and automation.

**2. Reporting and Continuous improvement**
- Monitor service performance KPI for customers and internal stakeholders.
- Create and maintain an incidents knowledge database
- Participate in review sessions with customers and BIS. Support Product Delivery Manager with Service/SLA information.
- Participate in finding and reporting on recurring incidents in existing solutions for continuous improvement, ensuring quality processes are followed.
- Participate in workshops with customers to speed up their resolution.
- Understand and know customers and users operations and needs.
- Provide feedback to the Product Management Team to better serve our customers/users and position ALZ.

**3. Return Merchandise Authorization (RMA) Management and Support**
- Manage hardware orders, integrate assets, control device quality and track them.
- Manage the damaged devices from the reception to the return to the customer.
- Analyze the damaged device and the incidents.
- Manage the manufacturer RMAs, budgets, the devices quality control and the integration of the software on them doing all the track of the shipments

**Profile**
- Advanced Technician Certificate, or Bachelor’s Degree in engineering, information technology or a related field,
- Certification ITIL is a plus,
- Between 3 to 5 years of experience in IT (sensitive to digital and IT culture, software development, telecommunications, databases, network and security),
- Strong knowledge in Querying Data with Transact-SQL
- English mandatory,
- Customer satisfaction oriented, and good communication skills,
- Team player and collaborative spirit,
- Analytical, problem solving and decision-making skills,
- Planning, prioritization and organizational skills,
- Maintain a high degree of professionalism in all activities.

CV MUST BE IN ENGLISH*

**Job Types**: Full-time, Permanent

**Salary**: From 30,000.00€ per year

Work Location: Hybrid remote in 28760 Tres Cantos, Madrid