Key Responsibilities :

Incident Management
- Act as the primary responder for incidents raised by customer authorised personnel.
- Classify and validate incident priority levels (P1–P3) based on operational impact.
- Provide remote diagnostic support to restore production processes as quickly as possible.
- Develop and implement temporary workarounds when immediate resolution is not possible.
- Ensure all incidents are logged with complete detail in customer ticketing systems.
- Adhere to contracted response and resolution times, pausing/resuming work based on coverage windows.
- Maintain accurate incident histories, updates, and communication with customers and internal stakeholders.
Software Maintenance Coordination
- Receive, validate, and submit reproducible issue reports to 3rd Level support
- Collect required logs, dataset backups, environment details, and diagnostic outputs for triage.
- Track updates, patches, and new software versions from product/engineering teams.
- Support installation checks and verification after updates or upgrades.
- Maintain awareness of the support lifecycle for software versions (current + 2 previous)
Extended Support Services
- Depending on customer installation, may include:
- Log file analysis for early detection of issues (weekly or monthly).
- Supporting operational restarts after production breaks or update deployments.
- On-Site or remote participation in scheduled maintenance windows.
- Updating configurations based on monitored performance or customer change requests.
- Maintaining operational documentation and inspection records.
- Participating in emergency recovery simulations (where required).
Customer Interaction and Support Governance
- Act as the technical interface with customers.
- Work closely with customer IT/OT staff for first-level support coordination.
- Ensure customers understand incident reporting procedures and required documentation.
- Maintain the authorised contact lists for each installation.
- Provide clear, concise, and timely communication throughout the incident lifecycle.
System and Environment Knowledge
Actively develop deep expertise in:
- IoT hardware (sensors, tags, firmware behaviour).
- Software modules
- Customisation integrations
- Customer specific architectural nuances (customer environments vary).
- Remote access tools, VPNs, GoldenPC jump hosts, and customer specific access processes.
- Logging systems (continuous logging, logging tools, tracing utilities).
Operational Process and Compliance
- Follow defined support workflows
- Maintain strict confidentiality.
- Ensure adherence to customer security and site policies.
- Support root-cause analysis based on both system and configuration-related findings.
- Participate in ongoing training to remain aligned with product changes and customer environments.

Skills and Experience Required :

Technical Skills
- Strong background in IT support, enterprise systems, or industrial automation.
- Familiarity with Windows/Linux server environments, network components, and remote access tools.
- Good understanding of the network layer (unicast, multicast, braodcast)
- Experience analysing logs, system traces, and structured datasets.
- Knowledge of SQL or comparable data inspection tools (desirable).
- Competence in using diagnostic utilities and command-line tools.
- Understanding of distributed systems, middleware, or sensor-based technologies (advantageous).
Soft Skills
- Excellent communication skills with the ability to simplify complex issues.
- Fluent English written and spoken
- Strong analytical and problem-solving skills.
- Ability to work under pressure and within defined SLA windows.
- High attention to detail, especially in documentation and logging.
- Comfortable interacting with customers at all levels, especially operational teams.
Background
- Experience supporting production-critical systems (automotive manufacturing experience is a plus).
- Previous roles in support, NOC, field service, IT operations, or application support.
- Exposure to change management, incident management, or ITIL practices.
  Working Conditions
- Office based providing remote support during operational hours and service windows (coverage varies by customer contract).
- Occasional on-site visits depending on customer requirements.
- Participation in scheduled maintenance windows (some weekends or nights depending on contract).
- Part of an on-call rota for Priority 1 and 2 incidents.

Start Date: 01.06.2026, full time
Location: Tunis

⏰ Offre expirée le 29 avril 2026

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