SYSTEL SAS is a software company specialising in telecommunications solutions. Innovative and fast-growing, with over €16M in revenue and 115 employees, the company supports its clients in modernising their infrastructure and implementing high-performance technological solutions.
SYSTEL SAS also has two sister companies in France, JANUA and SEMANTIC EXPERTS (publisher of the JAGUARDS software), with a combined revenue of €2M and 15 employees.
In addition, SYSTEL SAS operates a UK subsidiary based in Yorkshire, SYSTEL UK, which generates €1.5M in revenue and employs eight employees.
Reporting to the UK Operations Manager, you will play a key role in providing first-line technical support to our customers, resolving IT issues efficiently, and contributing to the delivery of high-quality customer service.
General Mission
The 1st Line Support Technician provides first-level technical support to SYSTEL UK customers.
As the first point of contact for technical incidents, the role is responsible for logging and qualifying customer requests, performing initial checks and resolving straightforward issues using established procedures.
When an incident cannot be resolved at 1st Line level, the technician gathers the relevant information and escalates the ticket to 2nd Line Support.
The role also includes monitoring customer systems and responding to alerts generated by supervision tools.
Key responsibilities
- Receive customer incidents by telephone and through the ITSM tool.
- Create, update and maintain accurate support tickets.
- Collect the information required to understand and qualify the issue.
- Categorise and prioritise tickets according to established procedures.
- Keep ticket information clear and up to date.
First-Level Support
- Carry out initial technical checks and diagnosis.
- Resolve straightforward incidents using documented procedures and known solutions.
- Use the available knowledge base and technical documentation.
- Record all troubleshooting actions in the ITSM tool.
Escalation to 2nd Line Support
- Identify incidents that cannot be resolved at 1st Line level.
- Gather the necessary technical information before escalation.
- Escalate tickets to 2nd Line Support according to defined procedures.
- Ensure that actions already performed are clearly documented.
Monitoring
- Monitor customer systems using supervision tools such as Centreon.
- Review and acknowledge monitoring alerts.
- Perform first-level checks following an alert.
- Create incidents when required.
- Escalate alerts to the appropriate support team when necessary.
Profile
This position is suitable for a junior technician or someone beginning their career in IT support.
The successful candidate should have:
- An interest in IT and technical support.
- Basic knowledge of IT systems and networks.
- Good spoken and written English.
- Good communication and customer service skills.
- A willingness to learn SYSTEL products, tools and support procedures.
- A structured and reliable approach to work.
Previous experience in a Service Desk, Help Desk or IT support role would be beneficial but is not mandatory.
Skills and Knowledge
Technical
- Basic understanding of IT systems, networks and applications.
- Basic troubleshooting skills.
- Comfortable using standard IT tools.
- An interest in technical support and IT operations.
- Previous experience with ITSM or monitoring tools is desirable but not essential.
- Knowledge of Centreon would be an advantage.
Professional
- Customer-focused and service-oriented.
- Good telephone manner and communication skills.
- Able to follow processes and technical instructions.
- Methodical and organised approach to work.
- Curious and willing to learn.
- Able to work effectively as part of a technical support team.
- Able to remain calm when dealing with customer incidents.
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