Technical Engineer

Job description

Position Description:

Job Title: Technical Support Engineer
As part of the Group's “Global Transverse Operations” platform, the Technical Support Engineer is responsible for:
Operational support for applications and some middleware’s in production
The Business Application Support (BAS) covers operations on all production applications. Teams will operate 24/7, partly in France and partly in India. The teams will also be responsible for run activities on certain middleware (WMQ, Datastage, CFT, ACE, Datapower).
Assumes an advanced role in supporting digital solutions, providing excellent customer service and leveraging data. He/she is responsible for managing complex incidents and service requests, leading root cause analysis of problems within their scope, and using service monitoring tools to proactively ensure application stability and security.
The Technical Support Engineer actively participates in the continuous improvement of applications, capitalizing on the knowledge acquired and validating changes before they are implemented.
Key Responsibilities:

• Provide 1st and 2nd-level support for applications and middleware’s to ensure smooth business operations.
• Respond promptly to service requests and incidents, providing detailed solutions or escalations as needed.
• Change Management: Participation in the change management process
• Problem Management: Participation in the analysis of root causes of incidents
• Monitor application performance and perform necessary maintenance and upgrades.
• Create, maintain, and manage knowledge base articles and documentation for internal and end-user support.
• Collaborate with cross-functional teams to improve application functionality and efficiency.
• Perform system diagnostics, software configuration, and basic database queries to resolve issues.
• Monitor and report on application metrics, including uptime, performance, and user satisfaction.

Technical Skills

• Operating Systems: Proficiency in Windows and Linux
• Hardware Knowledge: Familiarity with servers, storage devices, and other hardware components.
• Troubleshooting: Ability to diagnose and resolve software, Operating Systems issues.
• Scripting and Automation: Skills in scripting languages like Python, PowerShell, or Bash to automate tasks
• Virtualization: Basic knowledge of VMware, Hyper-V, or other virtualization technologies
• Database Management: Basic knowledge of SQL and database management systems
• Middleware good to have basic knowledge: IBM WebSphere MQ, IBM ACE, Axway CFT, IBM Workload Scheduler (TWS), IBM DataStage
• ITSM tool knowledge (using ServiceNow)

Interpersonal Skills

• Customer Service: Strong communication skills to explain technical issues to non-technical users
• Problem-Solving: Analytical skills to diagnose and resolve issues efficiently
• Time Management: Ability to prioritize tasks and manage time effectively
• Team Collaboration: Working well with other team members and departments
• Adaptability: Willingness to learn new technologies and adapt to changing environments

Additional Skills

• Technical Documentation: Writing clear and concise documentation for troubleshooting and procedures
• Security Awareness: Understanding of basic cybersecurity principles to protect systems and data

Benefits:

• Friendly, collaborative work environment with opportunities to make an impact.

Qualifications:

• Confirmed experience in IT support
• English fluent (B2 – C1)

Missions:

• Perimeter: All Business application Worldwide in production.
• Resolve incident in a short time to give to the Business the best Quality.
• To work transversely with other service lines and business entities to meet the key performance indicators.
• Continuous improvement by participating to Problem management.

The main activities are:

• Contribute to incident resolution, service request completion and Change implementation
• Participate to patching activities
• Collaborate with other service in organizations including external partners.

Shift Structure:

• The support team operates 24/7, with shifts organized to ensure continuous coverage.
• Shifts are typically 8 hours long, with rotations to cover day, evening, and night shifts.

Flexibility to work weekends and holidays as part of the shift rotation is required.

Skills:

·  Database
·  Linux
·  Python
·  ServiceNow
·  Windows

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.