Reference no.: QDM-TSA-202010
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Quadram - Application Support Technician

Ref.: QDM-TSA-202010

Due to ongoing growth in our business, we have a vacancy for a level 1 and 2 support technician to assist our clients on a daily basis.

 

 

Missions

  • Incident management:
    • Handling level 1 and 2 client incidents by telephone and email
    • Diagnosing and identifying problems;
    • Handling and monitoring incidents;
    • Resolving incidents or escalating them to level 3 support.
  • Helpdesk:
    • Receiving and handling customer requests regarding the use of Quadram solutions;
    • Managing customer relations in conjunction with the sales team to offer advice and support to clients.
    • Ticketing
    • Dealing with incident declarations and suggestions for improvement from users;
    • Logging requests in the ticketing platform;
    • Helping update the knowledge base on an ongoing basis by providing data about incident resolution.
  • Training and integration:
    • Training users in Quadram solutions;
    • Producing deliverables for user training or assistance (training materials, user documentation, FAQs, etc.);
    • Integration and maintenance of Quadram solutions in client environments.

 

Profile

  • Skills
    • Advanced technical training (2-year degree or equivalent) in computer science, with at least 2 years' experience in a similar role.
    • Strong IT skills are essential, especially in the following areas
      • Operating systems (Windows, MacOS and Linux);
      • Networks (TCP/IP, server, NAS, Active Directory, NTFS rights);
    • Knowledge of programming and/or SQL is an asset.
    • You have excellent listening and communication skills and you appreciate human contact.
    • Your analytical approach helps you to grasp situations quickly and find solutions easily.
    • You are meticulous, organised in your tasks and conscientious in your work, and you see customer satisfaction as a priority.
    • You are cooperative, you like working in a team and adapt easily to changes.
  • Langues:
    • An excellent command of German is essential, together with at least one of the following languages: French or English.
    • Any other language is an asset.

 

Offer

  • Permanent full-time contract.
  • Normal working hours are Monday to Friday between 8.30am and 6pm, with working periods of 8 hours.
  • To be negotiated depending on profile and professional experience.
  • The position is available immediately.

Company description

Quadram, a dynamic company with a strong presence in Luxembourg for more than 25 years, produces software solutions for the building and construction industry.

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