L1 Support Engineer
To support the growth of our activities, we are hiring a L1 Support Engineer on a permanent contract (CDI). The ideal candidate will have experience in medical biology and a strong interest in the IT field. You will join our Customer Experience team (approx. 40 people). The position is based in L’Union (31, France).
Key Responsibilities:
Reporting to the L1 Support Manager, the L1 Support Engineer will carry out the following duties, with the main objective of ensuring customer satisfaction:
- Provide phone support for software solutions installed on client sites:
- Handle L1 support tickets (diagnostics, resolution, drafting incident/service reports)
- Track and follow up on open tickets
- Act as an interface with L2 support
- Help gather and report customer feature requests for product improvement
- Occasionally perform technical installations:
- Remote connections
- Version upgrades for our software solutions
- Tools related to our IT solutions
- Contribute to the continuous improvement of existing processes.
Candidate Profile:
We are looking for candidates with a background as a Medical Laboratory Technician or an Installation and Maintenance Technician in the medical laboratory field, combined with a solid understanding of IT environments.
You are autonomous, analytical, and enjoy troubleshooting. You possess strong active listening skills, a client-oriented mindset, and the ability to work well under pressure while remaining responsive. Excellent writing skills are required to produce clear intervention reports. Additionally, your professional proficiency in English enables you to communicate comfortably both verbally and in writing with our clients and team members.
Additional Qualifications:
The following would be considered strong assets:
- Extensive knowledge of medical laboratory workflows and organization,
- Excellent verbal and written communication skills.
Compensation will be based on profile and experience.
To apply, please contact: [email protected]
Additional Information:
At Ascentry, we believe diversity is an asset, and we are committed to reviewing all applications regardless of gender, age, origin, or disability.
Salary: Based on profile and experience.
Join a globally recognized yet human-sized group with 120 experts in Middleware and Data Management dedicated to Medical Biology Laboratories. Become part of a dynamic team where expertise and collaboration are transforming healthcare.