{"id":33731,"date":"2025-10-23T13:56:49","date_gmt":"2025-10-23T17:56:49","guid":{"rendered":"https:\/\/www.cogep.com\/?page_id=33731"},"modified":"2025-10-23T14:57:58","modified_gmt":"2025-10-23T18:57:58","slug":"agent-de-soutien-niveau-1-support-technique","status":"publish","type":"page","link":"https:\/\/www.cogep.com\/fr\/agent-de-soutien-niveau-1-support-technique\/","title":{"rendered":"Agent de soutien (Niveau 1 \u2013 Support technique)"},"content":{"rendered":"<h1><strong>Agent de soutien (Niveau 1 \u2013 Support technique)<\/strong><\/h1>\n<h3 data-start=\"169\" data-end=\"197\"><strong data-start=\"174\" data-end=\"195\">\u00c0 propos de Cogep<\/strong><\/h3>\n<p data-start=\"198\" data-end=\"614\">Cogep est une entreprise de logiciels de premier plan, sp\u00e9cialis\u00e9e dans les solutions de <strong data-start=\"287\" data-end=\"326\">gestion de maintenance (GMAO \/ EAM)<\/strong>. Depuis plus de 35 ans, notre plateforme <strong data-start=\"372\" data-end=\"384\">Guide Ti<\/strong> aide les organisations \u0153uvrant dans les secteurs <strong data-start=\"434\" data-end=\"523\">manufacturier, minier, des infrastructures, de l\u2019\u00e9nergie, de la sant\u00e9 et du transport<\/strong> \u00e0 am\u00e9liorer la performance, la fiabilit\u00e9 et l\u2019efficacit\u00e9 op\u00e9rationnelle de leurs actifs.<\/p>\n<p data-start=\"198\" data-end=\"614\">Alors que nous poursuivons notre croissance et notre expansion \u00e0 l\u2019\u00e9chelle internationale, nous renfor\u00e7ons notre <strong data-start=\"729\" data-end=\"760\">\u00e9quipe de soutien technique<\/strong> afin d\u2019offrir \u00e0 nos clients le meilleur service de l\u2019industrie.<br data-start=\"824\" data-end=\"827\" \/>Rejoindre Cogep, c\u2019est allier la <strong data-start=\"860\" data-end=\"899\">stabilit\u00e9 d\u2019une marque bien \u00e9tablie<\/strong> \u00e0 la <strong data-start=\"905\" data-end=\"991\">dynamique d\u2019une entreprise qui r\u00e9invente l\u2019avenir de la technologie de maintenance<\/strong>.<\/p>\n<h3 data-start=\"999\" data-end=\"1016\"><strong data-start=\"1003\" data-end=\"1014\">Le r\u00f4le<\/strong><\/h3>\n<p data-start=\"1017\" data-end=\"1455\">L\u2019<strong data-start=\"1019\" data-end=\"1050\">Agent de soutien (Niveau 1)<\/strong> est le visage du service de soutien Cogep et le premier point de contact pour nos clients.<br data-start=\"1149\" data-end=\"1152\" \/>Vous offrez une assistance rapide, pr\u00e9cise et empathique, en r\u00e9solvant les probl\u00e8mes techniques courants et en documentant chaque cas avec rigueur.<br data-start=\"1303\" data-end=\"1306\" \/>Lorsque des enjeux n\u00e9cessitent une expertise plus pouss\u00e9e, vous assurez une transition fluide et compl\u00e8te vers les \u00e9quipes de niveau sup\u00e9rieur.<\/p>\n<p data-start=\"1457\" data-end=\"1643\">Ce poste s\u2019adresse \u00e0 une personne curieuse, rigoureuse et passionn\u00e9e par la r\u00e9solution de probl\u00e8mes, qui aime apprendre en continu et offrir une exp\u00e9rience client exceptionnelle.<\/p>\n<h3 data-start=\"1650\" data-end=\"1689\"><strong data-start=\"1654\" data-end=\"1689\">Vos principales responsabilit\u00e9s<\/strong><\/h3>\n<ul data-start=\"1690\" data-end=\"3189\">\n<li data-start=\"1690\" data-end=\"1774\">\n<p data-start=\"1692\" data-end=\"1774\">\u00catre le premier point de contact pour toutes les demandes de soutien client.<\/p>\n<\/li>\n<li data-start=\"1775\" data-end=\"1909\">\n<p data-start=\"1777\" data-end=\"1909\">Diagnostiquer et r\u00e9soudre les incidents de niveau 1 rapidement et avec pr\u00e9cision, selon les proc\u00e9dures et ressources \u00e9tablies.<\/p>\n<\/li>\n<li data-start=\"1910\" data-end=\"2033\">\n<p data-start=\"1912\" data-end=\"2033\">Fournir un accompagnement technique sur l\u2019installation, la configuration et l\u2019utilisation du logiciel Guide Ti.<\/p>\n<\/li>\n<li data-start=\"2034\" data-end=\"2126\">\n<p data-start=\"2036\" data-end=\"2126\">Aider les clients avec les mises \u00e0 jour, correctifs et installations de composantes.<\/p>\n<\/li>\n<li data-start=\"2127\" data-end=\"2254\">\n<p data-start=\"2129\" data-end=\"2254\">G\u00e9rer de mani\u00e8re proactive les files d&rsquo;attente des tickets, en respectant tous les d\u00e9lais de r\u00e9ponse et de mise \u00e0 jour pr\u00e9vus dans <strong>les accords de niveau de service.<\/strong><\/p>\n<\/li>\n<li data-start=\"2255\" data-end=\"2391\">\n<p data-start=\"2257\" data-end=\"2391\">Effectuer une <strong data-start=\"2271\" data-end=\"2288\">triage pr\u00e9cis<\/strong> des billets : cat\u00e9goriser, v\u00e9rifier les informations client et licence, attribuer la bonne priorit\u00e9.<\/p>\n<\/li>\n<li data-start=\"2392\" data-end=\"2509\">\n<p data-start=\"2394\" data-end=\"2509\">Effectuer du d\u00e9pannage dans l\u2019environnement logiciel de Cogep et identifier les cas n\u00e9cessitant une escalade.<\/p>\n<\/li>\n<li data-start=\"2510\" data-end=\"2629\">\n<p data-start=\"2512\" data-end=\"2629\">Documenter toutes les actions, observations et communications dans <strong data-start=\"2583\" data-end=\"2591\">JIRA<\/strong>, en assurant clart\u00e9 et tra\u00e7abilit\u00e9.<\/p>\n<\/li>\n<li data-start=\"2630\" data-end=\"2793\">\n<p data-start=\"2632\" data-end=\"2793\">Transf\u00e9rer les probl\u00e8mes complexes ou r\u00e9currents au soutien de niveau 2, en fournissant le contexte diagnostique complet et les \u00e9tapes de reproduction.<\/p>\n<\/li>\n<li data-start=\"2794\" data-end=\"2911\">\n<p data-start=\"2796\" data-end=\"2911\">Offrir du soutien lors des migrations de serveurs ou int\u00e9grations impliquant les composantes de Guide Ti.<\/p>\n<\/li>\n<li data-start=\"2912\" data-end=\"3053\">\n<p data-start=\"2914\" data-end=\"3053\">Communiquer de mani\u00e8re professionnelle et empathique, en fran\u00e7ais et en anglais, tout en assurant des suivis clairs et ponctuels.<\/p>\n<\/li>\n<li data-start=\"3054\" data-end=\"3189\">\n<p data-start=\"3056\" data-end=\"3189\">Contribuer \u00e0 l\u2019am\u00e9lioration continue en proposant des mises \u00e0 jour de la documentation, des processus ou du contenu de formation.<\/p>\n<\/li>\n<\/ul>\n<h3 data-start=\"3196\" data-end=\"3220\"><strong data-start=\"3200\" data-end=\"3220\">Profil recherch\u00e9<\/strong><\/h3>\n<ul data-start=\"3221\" data-end=\"4092\">\n<li data-start=\"3221\" data-end=\"3313\">\n<p data-start=\"3223\" data-end=\"3313\">Dipl\u00f4me d\u2019\u00e9tudes coll\u00e9giales (DEC) ou formation technique \u00e9quivalente (obligatoire).<\/p>\n<\/li>\n<li data-start=\"3314\" data-end=\"3415\">\n<p data-start=\"3316\" data-end=\"3415\">Minimum de 3 ans d\u2019exp\u00e9rience en <strong>service \u00e0 la client\u00e8le<\/strong> et en<strong> soutien logiciel<\/strong> (obligatoire).<\/p>\n<\/li>\n<li data-start=\"3416\" data-end=\"3513\">\n<p data-start=\"3418\" data-end=\"3513\"><strong data-start=\"3418\" data-end=\"3452\">Bilinguisme fran\u00e7ais \/ anglais<\/strong> (obligatoire); la connaissance de l\u2019espagnol est un atout.<\/p>\n<\/li>\n<li data-start=\"3514\" data-end=\"3584\">\n<p data-start=\"3516\" data-end=\"3584\">Excellentes capacit\u00e9s d\u2019analyse et de r\u00e9solution de probl\u00e8mes.<\/p>\n<\/li>\n<li data-start=\"3585\" data-end=\"3654\">\n<p data-start=\"3587\" data-end=\"3654\">Solides habilet\u00e9s de communication, \u00e0 l\u2019oral comme \u00e0 l\u2019\u00e9crit.<\/p>\n<\/li>\n<li data-start=\"3655\" data-end=\"3781\">\n<p data-start=\"3657\" data-end=\"3781\">Connaissance de <strong data-start=\"3673\" data-end=\"3697\">Microsoft SQL Server<\/strong> (requ\u00eates, sauvegardes, restaurations) et des notions de base en <strong data-start=\"3763\" data-end=\"3778\">r\u00e9seautique<\/strong>.<\/p>\n<\/li>\n<li data-start=\"3782\" data-end=\"3868\">\n<p data-start=\"3784\" data-end=\"3868\">Capacit\u00e9 \u00e0 g\u00e9rer plusieurs priorit\u00e9s tout en demeurant calme et professionnel.<\/p>\n<\/li>\n<li data-start=\"3869\" data-end=\"3932\">\n<p data-start=\"3871\" data-end=\"3932\">Bonnes comp\u00e9tences en organisation et en documentation.<\/p>\n<\/li>\n<li data-start=\"3933\" data-end=\"4012\">\n<p data-start=\"3935\" data-end=\"4012\">Volont\u00e9 d\u2019apprendre et de suivre des proc\u00e9dures de soutien structur\u00e9es.<\/p>\n<\/li>\n<li data-start=\"4013\" data-end=\"4092\">\n<p data-start=\"4015\" data-end=\"4092\">Esprit ax\u00e9 sur le client, avec patience et empathie \u00e0 chaque interaction.<\/p>\n<\/li>\n<\/ul>\n<h3 data-start=\"4099\" data-end=\"4113\"><strong data-start=\"4103\" data-end=\"4113\">Atouts<\/strong><\/h3>\n<ul data-start=\"4114\" data-end=\"4373\">\n<li data-start=\"4114\" data-end=\"4197\">\n<p data-start=\"4116\" data-end=\"4197\">Exp\u00e9rience avec une GMAO, un ERP ou un autre syst\u00e8me logiciel d\u2019entreprise.<\/p>\n<\/li>\n<li data-start=\"4198\" data-end=\"4273\">\n<p data-start=\"4200\" data-end=\"4273\">Exp\u00e9rience avec <strong data-start=\"4216\" data-end=\"4224\">JIRA<\/strong> ou une autre plateforme de gestion de billets.<\/p>\n<\/li>\n<li data-start=\"4274\" data-end=\"4373\">\n<p data-start=\"4276\" data-end=\"4373\">Compr\u00e9hension des connexions API, int\u00e9grations de donn\u00e9es ou environnements serveurs.<\/p>\n<\/li>\n<\/ul>\n<h3 data-start=\"4380\" data-end=\"4402\"><strong data-start=\"4384\" data-end=\"4402\">Pourquoi Cogep<\/strong><\/h3>\n<ul data-start=\"4403\" data-end=\"4607\">\n<li data-start=\"4403\" data-end=\"4466\">\n<p data-start=\"4405\" data-end=\"4466\">R\u00e9mun\u00e9ration hautement comp\u00e9titive, selon l\u2019exp\u00e9rience.<\/p>\n<\/li>\n<li data-start=\"4467\" data-end=\"4539\">\n<p data-start=\"4469\" data-end=\"4539\">Horaire flexible et excellent \u00e9quilibre travail-vie personnelle.<\/p>\n<\/li>\n<li data-start=\"4540\" data-end=\"4607\">\n<p data-start=\"4542\" data-end=\"4607\">Jours de cong\u00e9 personnels et possibilit\u00e9s de t\u00e9l\u00e9travail.<\/p>\n<\/li>\n<li data-start=\"4540\" data-end=\"4607\">Assurance collective comp\u00e9titive et cotisations de l&#8217;employeur \u00e0 un r\u00e9gime de retraite (RVER)<\/li>\n<li data-start=\"4540\" data-end=\"4607\">Poste permanent \u00e0 temps plein avec primes de rendement<\/li>\n<li data-start=\"4540\" data-end=\"4607\">Possibilit\u00e9s d&rsquo;\u00e9volution au sein d&rsquo;une entreprise stable et innovante<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Veuillez nous faire parvenir votre CV \u00e0\u00a0<a href=\"mailto:ressourceshumaines@cogep.com\">ressourceshumaines@cogep.com.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Agent de soutien (Niveau 1 \u2013 Support technique) \u00c0 propos 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