Technicien/Technicienne de maintenance informatique

📋 Description

• • As a key member of the Technical Support team at Inforum, you will be the primary point of contact for our diverse clientele, ranging from independent retailers to large franchises with over 200 employees. Your role is pivotal in ensuring our clients can leverage our ERP software solutions to their fullest potential, directly contributing to their business success.
• • You will engage in a multifaceted support role, encompassing direct user assistance, meticulous preparation of installations in our workshop, and on-site interventions. This field work involves physically meeting clients to provide comprehensive training and expert advice, solidifying your role as a trusted advisor.
• • You are the embodiment of our company's commitment to excellence in the eyes of our clients, and your interactions directly shape their perception of our service and their overall satisfaction.
• • Over time, you will develop into a subject matter expert on our proprietary software solutions, GestiClean© and Brooclean©, and gain a deep understanding of the specific business processes employed by our clients in the textile maintenance industry.
• • Your technical expertise will grow as you progress from handling Level 1 incidents to tackling more complex Level 2 issues, collaborating closely with the development team for resolution of Level 3 challenges.
• • You will be equipped with modern, high-performance tools, including a professional TeamViewer account and the Odoo ERP system, to facilitate efficient and effective support delivery.
• • The technical support team operates with a high degree of versatility, where each member's contributions are valued, allowing for varied assignments and the consistent delivery of expert, high-quality service to our extensive client base.
• • **Technical Support Responsibilities:**
• • Provide essential technical support to users, enabling them to maximize the utility of our software tools in their daily business operations.
• • Collaborate with the development team to diagnose and resolve Level 2 and Level 3 incidents, ensuring minimal disruption to client operations.
• • **Hardware Preparation and After-Sales Service (SAV):**
• • Meticulously prepare computer hardware and specialized peripherals within our ecosystem at the workshop, ensuring seamless and trouble-free on-site installations.
• • Manage the after-sales service for all hardware provided by Inforum, ensuring client satisfaction and equipment longevity.
• • Liaise with the sales department to schedule future installations and coordinate logistical aspects of client deployments.
• • **Client Onboarding and Training:**
• • Conduct training sessions for users, both remotely and on-site, fostering a deep understanding of our software and its application to their specific business processes.
• • Develop a nuanced understanding of the complex business workflows inherent in the textile maintenance sector.
• • **Utilization of Support Tools:**
• • Proficiently utilize a suite of modern support management tools, including the Odoo ERP system, Google Workspace, a dematerialized telephony solution, and the professional TeamViewer suite.
• • **Maintenance and Supervision:**
• • Proactively maintain the IT infrastructures of our clients, ensuring optimal performance and reliability.
• • Monitor and manage client servers, conduct daily backup checks, and maintain the operational integrity of remote access solutions (e.g., RDP).
• • This role offers a unique opportunity to be at the forefront of technological solutions for the textile maintenance industry, working with a dynamic team in a company that values innovation, client success, and employee growth. You will be instrumental in maintaining and enhancing the operational efficiency of businesses across France, from small independent shops to large, established franchises.