Support Technician
Hardis Group Italia is part of Hardis Group, a consultancy and software publisher.
The group has given itself the mission of supporting the transformation of the value chain, information systems and supply chain of its customers.
Our team accompanies the strategic, organizational and technological transformations of companies in order to develop their competitiveness.
Founded in 1984, Hardis Group cultivates the initiative, creativity and talent development of its 1,500 collaborators to support its growth and the trust of its 2,500 customers.
In this context of growth Hardis Group Italia is looking for a support agent.
As a point of contact for users, as part of service commitments, the role of support agent is to take over, based on existing procedures, in the resolution of anomalies or service requests from internal customers and/or or external.
You may be called upon to intervene in:
- «Application» support
- «Operational/infrastructural» support
Position Responsibilities:
- Take note of the requests coming from the various channels (email, telephone, supervision tools, web portal) and record, after verifying their completeness, the information collected in order to issue a correctly qualified ticket (description, impact, urgency, etc. .).
- Carry out a diagnosis, starting from the available documentary bases, using internal or external expertise if necessary or conducting an additional investigation with the customer.
- Ticket processing in accordance with contractual commitments; directly providing the solution determined from the documentation and implementing the corrective actions on internal or customer installations. It is also possible to forward the request to people who are able to solve the problem or bring a solution, depending on the criticality or lack of procedures or permissions.
- Inform the customer about the status of their requests and the actions taken to process them.
Track and document your interventions (technical procedures/documents) to enrich diagnostic tools and capitalize on knowledge.
Profile required
3 to 5 year higher education diploma in supply chain or management or technical training diploma in a technical branch.
- Strong problem solving skills.
- Be able to manage the resolution of anomalies or complex problems, defining an analysis approach.
- Troubleshoot and ensure consistency of any elements of application operation and report in-depth and relevant analyzes to internal or external experts.
- Participate in updating documentation or even drafting procedures.
- Have technical and functional expertise of the core application.
- Provide operational support to Support Technicians (as technical and/or functional contact person).
- Be proactive and provide elements of reflection for the optimization of procedures and operating methods.
- Speaking fluent Italian, English and French will be considered a plus.
- Previous experience as a support agent will be considered a plus.
Join a dynamic team, with the right mix of experience and desire to grow!
Why us?
At Hardis Group, we accelerate the sustainable transformation of commerce and the supply chain through cloud technologies and our diverse expertise: consulting, IT services, Salesforce integration, and logistics software development. In Europe and internationally, our 1,700 employees are dedicated to engaging and impactful projects for our clients.
Since 1984, we have fostered conviviality, authenticity, and a strong sense of teamwork. We encourage your initiatives by bringing them to fruition and invest in your skill development, notably through the Hardis Group Academy. We trust our teams, ensuring everyone fully benefits from their experience with us.
Our company’s CSR strategy is built around three pillars: diversity and equal opportunity, inclusion through education, and reducing the environmental footprint of our activities and those of our clients, particularly by promoting responsible digital practices.
