International IT Support Engineer

<p><span><span><span><span><span><span>We are looking for a </span></span></span></span></span></span><span><span><span><span><span><span>Service Engineer </span></span></span></span></span></span><span><span><span><span><span><span>to join our team in</span></span></span></span></span></span><span><span><span><span><span><span> </span></span></span></span></span></span><span><span><span><span><span><span>Lyon</span></span></span></span></span></span><span><span><span><span><span><span>!</span></span></span></span></span></span></p><p><br/><span><span><span><span><span><span><span>Job description</span></span></span></span></span></span></span></p><p><span><span><span><span><span><span>As an Service Engineer, you'll be joining the CORE team in one of our offices in Lyon, a team that includes the CTO Deputy Manager, a Data Engineer, an IT Support Engineer, and two developers (one senior, one junior). </span></span></span></span></span></span></p><p><span><span><span><strong><span><span><span>Main missions :</span></span></span></strong><span><span><span><strong> </strong>Your principal mission will be to automate and streamline the technical processes, allowing the support engineer of the squad to process more tickets in less time.</span></span></span></span></span></span><br/><span><span><span><span><span><span>Indeed, the CORE team assists all the different departments of the company  of all technical applications that may or may not require coding*: </span></span></span></span></span></span></p><ul><li><span><span><span><span><span><span>Customer configuration requests (new phone numbers, emails, fields, permissions, workflows, integrations with different tools, etc.)</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Technical support and troubleshooting (access issues, permission problems, platform bugs, misconfigurations, etc.)</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Delivering process and tool training to internal teams</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Continuously improving the knowledge base and support documentation</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Collaborating with internal teams to escalate complex problems</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Call-on duty one weekend per month</span></span></span></span></span></span></li></ul><p><span><span><span><span><span><span>*Zoho (CRM, Flow, Docs, Forms…), Vonage (Telephony solution), ITSM Tools (GLPI), Google Workspace, Zapier, Paperform, and other Internal applications.</span></span></span></span></span></span></p><h1><span><span><span><span><span><span>Outcomes</span></span></span></span></span></span></h1><h2><span><span><span><span><span><span>Outcome 1: Automate routine and repetitive IT support tasks to increase efficiency and free resources</span></span></span></span></span></span></h2><ul><li><span><span><span><span><span><span>Identify routine IT tasks that could be automated</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Collaborate with the team to develop and deploy automation solutions</span></span></span></span></span></span></li></ul><h2><span><span><span><span><span><span>Outcome 2: Continuously improve IT support processes by identifying recurring issues and implementing practical solutions</span></span></span></span></span></span></h2><ul><li><span><span><span><span><span><span>Analyze repetitive tickets and think about possible root solutions</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Propose and implement modifications to reduce the number of tickets received monthly</span></span></span></span></span></span></li></ul><h2><span><span><span><span><span><span>Outcome 3: Take care of the technical side of new projects with the Operations department.</span></span></span></span></span></span></h2><ul><li><span><span><span><span><span><span>Ensure all the technical tools and solutions provided to the Operational Projects are optimal. </span></span></span></span></span></span></li><li><span><span><span><span><span><span>Conduct A/B test to improve existing processes while testing new technologies. </span></span></span></span></span></span></li></ul><p><br/><br/><span><span><span><span><span><span><span>Profile</span></span></span></span></span></span></span></p><p><span><span><span><span><span><span>We are looking for someone who:</span></span></span></span></span></span></p><ul><li><span><span><span><span><span><span>Has a real appetite for IT and new technologies</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Is proactive, anticipating user needs and proposing process improvements</span></span></span></span></span></span></li><li><span><span><span><span><span><span>Is autonomous and flexi