- Company Name
- GROUPE ALLIANCE
- Job Title
- TECHNICIEN TECHNICO FONCTIONNEL TELECOM (H/F)
- Job Description
-
**Job Title:** Telecom Technical Functional Technician
**Role Summary:**
Provide end‑to‑end technical and functional support for telecom services, handling complex level‑2 incidents, user assistance, and proactive maintenance of telecom equipment (including 5G backup boxes). Manage ticket flow through an ITSM platform, coordinate with service providers, and contribute to the deployment of new IT tools and projects while ensuring security and best‑practice compliance.
**Expectations:**
- Minimum 3–4 years of experience in technical support or system administration.
- Proven competence in telecom environments, hardware (PC, printers, IP phones) and related software.
- Familiarity with ITSM tools (e.g., ServiceNow), ITIL methodology, and 5G/Wi‑Fi technologies.
- Strong troubleshooting, analytical, and escalation skills.
- Ability to work autonomously, manage priorities, and maintain detailed documentation.
- Excellent communication, patient user guidance, and a focus on user satisfaction.
**Key Responsibilities:**
- Front Office: Receive, qualify, and provide technical‑functional assistance for incoming requests.
- Back Office: Process incidents, coordinate with the internet‑service provider, handle 5G backup box installation, and manage replacement‑material incidents.
- Incident Analysis: Perform in‑depth diagnostics, determine root causes, and, if necessary, elevate to level‑3 support.
- Equipment Management: Install, configure, and maintain telecom hardware and related software.
- Ticket Management: Track incidents in the ITSM system, update statuses, and keep procedures current.
- Project Coordination: Participate in the rollout of new tools or IT projects, ensuring alignment with organizational standards.
- Compliance & Security: Ensure adherence to security norms and best‑practice guidelines.
- User Support: Deliver training and guidance to end users, fostering self‑sufficiency and reducing incident recurrence.
**Required Skills:**
- Technical troubleshooting (hardware, software, telecom).
- Telecom expertise: IP telephony, Wi‑Fi, 5G, and related infrastructures.
- ITSM usage (ServiceNow or equivalent).
- ITIL process knowledge.
- Incident and problem management.
- Equipment configuration and maintenance.
- Documentation and procedural writing.
- Clear communication; user‑centric mindset.
- Methodical analysis and proactive problem resolution.
- Performance under pressure and in dynamic environments.
**Required Education & Certifications:**
- Degree or diploma in Information Technology, Telecommunications, Computer Science, or a related field.
- Certifications such as ITIL Foundation, ITIL v4, ServiceNow Certified Associate, or equivalent telecom qualifications are preferred.