L1 Support

>3y, SQL, ITIL, AS400, com ENG e FR fluente

What you’ll do:

Provide front line support and act as primary contact for SLIB’s clients and internal technical/support teams.
Log all questions, incidents, problems and requests with accurate and complete information
Research and respond to all calls, e-mails, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures

Perform first level technical troubleshooting and problem solving.
Fulfil reporting, data extraction and application configuration requests
Escalate requests and incidents to the next level of tier support based on established guidelines and procedures
Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution.
Support internal project and development teams during new product releases roll out
Drive continual improvement into monitoring/measurement/alerting practices and tools.
Work in alternating shifts with earliest start at 6:00 AM and latest finish by 20:00 PM.
Ensure ON Call prevention nightly and weekend shifts on an alternating schedule.
Occasional weekend or night on site intervention

What you need:

• Minimum 3 years of experience;
• SQL
• ITIL
• AS400
• Fluent English
• Fluent French