Technical Support Engineer – Level 2

CDS Maurice is looking for a Technical Support Engineer – Level 2 . Apply now to form part of this incredible team

As a Level 2 Technical Support Engineer, you will be responsible for handling and resolving application-related service requests and incidents within the defined service level agreements (SLAs). You will support end users, maintain compliance with internal procedures and group standards, and actively contribute to continuous improvement through knowledge sharing and process optimization.

Key Responsibilities

• Manage and resolve installation requests and incidents related to supported applications via the ServiceNow platform.

• Ensure compliance with SLAs and established procedures available in the knowledge base.

• Adhere to internal processes and Group standards within the Software Services team.

• Provide Level 2 technical support to users and escalate issues beyond your scope to the appropriate teams.

• Enrich and update the internal knowledge base.

• Draft and maintain operational procedures, including handover documentation to enable Level 1 support.

• Participate in the development of operational guides for software industrialization processes.

• Take charge of warm handoff calls (average of 3 per week) transferred from Level 1 for faster incident resolution.

• Identify anomalies and propose improvements to tools and processes.

Required Qualifications

• Education: Minimum Bac +2 diploma (e.g., Associate Degree or equivalent in IT or related field)

• Experience: Minimum 1 year of relevant experience in application or IT support

• Languages: Fluency in French and proficiency in English (both spoken and written)

Technical Skills

• Proficient in using IT tools and service management platforms (e.g., ServiceNow)

• Solid understanding of end-user environments and business applications

• Ability to analyze user feedback, identify recurring issues, and propose action plans

• Strong organizational and planning capabilities

• Respect for deadlines, guidelines, and internal procedures

Soft Skills

• Strong interpersonal and communication skills

• Customer-focused mindset with a high level of responsiveness

• Ability to work collaboratively and report effectively

• Adaptability and a proactive approach to problem-solving