{"id":42140,"date":"2020-01-08T11:05:20","date_gmt":"2020-01-08T11:05:20","guid":{"rendered":"https:\/\/resources.workable.com\/?p=42140"},"modified":"2020-02-06T13:22:09","modified_gmt":"2020-02-06T13:22:09","slug":"descriptif-de-poste-ingenieur-dassistance-technique-f-h-autre","status":"publish","type":"post","link":"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste","title":{"rendered":"Descriptif de poste: Ing\u00e9nieur d&rsquo;assistance technique&nbsp;(f\/h\/autre)"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Le pr\u00e9sent mod\u00e8le de <\/span>fiche de poste d&rsquo;Ing\u00e9nieur d&rsquo;assistance technique<span style=\"font-weight: 400;\"> a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&rsquo;annonces ou des pages d&#8217;emploi en ligne. Il peut \u00eatre ais\u00e9ment personnalis\u00e9 en y ins\u00e9rant les fonctions et les responsabilit\u00e9s aff\u00e9rentes \u00e0 un poste d&rsquo;assistance. Les intitul\u00e9s de postes similaires incluent ceux d&rsquo;Ing\u00e9nieur d&rsquo;assistance au client, d&rsquo;assistance logicielle, <\/span><span style=\"font-weight: 400;\">d&rsquo;assistance informatique, <\/span><span style=\"font-weight: 400;\">de centre d&rsquo;assistance et d&rsquo;assistance TI.<\/span><\/p>\n<h2>Les fonctions d&rsquo;un Ing\u00e9nieur d&rsquo;assistance technique incluent:<\/h2>\n<ul>\n<li>Prise en charge des probl\u00e8mes signal\u00e9s par les clients et analyse desdits probl\u00e8mes jusqu&rsquo;\u00e0 leur r\u00e9solution<\/li>\n<li>Recherche, diagnostic, d\u00e9pannage et identification de solutions afin de r\u00e9soudre les probl\u00e8mes syst\u00e8me<\/li>\n<li>Mise en \u0153uvre des proc\u00e9dures standard afin de transmettre en bonne et due forme les probl\u00e8mes demeur\u00e9s irr\u00e9solus aux \u00e9quipes internes appropri\u00e9es<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-42184 aligncenter\" src=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-640x230.jpg\" alt=\"fiche de poste d'ing\u00e9nieur d'assistance technique\" width=\"640\" height=\"230\" srcset=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer.jpg 640w, https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-200x72.jpg 200w, https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-560x201.jpg 560w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le pr\u00e9sent mod\u00e8le de fiche de poste d&rsquo;Ing\u00e9nieur d&rsquo;assistance technique a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&rsquo;annonces ou des pages d&#8217;emploi en ligne. Il peut \u00eatre ais\u00e9ment personnalis\u00e9 en y ins\u00e9rant les fonctions et les responsabilit\u00e9s aff\u00e9rentes \u00e0 un poste d&rsquo;assistance. Les intitul\u00e9s de postes similaires incluent ceux d&rsquo;Ing\u00e9nieur d&rsquo;assistance [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[1041,1188],"tags":[1187],"class_list":["post-42140","post","type-post","status-publish","format-standard","hentry","category-descriptifs-de-postes","category-descriptifs-de-postes-de-service-a-la-clientele","tag-sample-customer-service-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Mod\u00e8le de fiche de poste d&#039;Ing\u00e9nieur d&#039;assistance technique | Workable<\/title>\n<meta name=\"description\" content=\"Le pr\u00e9sent mod\u00e8le de fiche de poste d&#039;Ing\u00e9nieur d&#039;assistance technique a \u00e9t\u00e9 optimis\u00e9 pour les sites d&#039;offres d&#039;emploi. Les fonctions inh\u00e9rentes au poste incluent le diagnostic et la recherche de solutions concernant des probl\u00e8mes techniques.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Descriptif de poste: Ing\u00e9nieur d&#039;assistance technique (f\/h\/autre)\" \/>\n<meta property=\"og:description\" content=\"Le pr\u00e9sent mod\u00e8le de fiche de poste d&#039;Ing\u00e9nieur d&#039;assistance technique a \u00e9t\u00e9 optimis\u00e9 pour les sites d&#039;offres d&#039;emploi. Les fonctions inh\u00e9rentes au poste incluent le diagnostic et la recherche de solutions concernant des probl\u00e8mes techniques.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste\" \/>\n<meta property=\"og:site_name\" content=\"Recruiting Resources: How to Recruit and Hire Better\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/business.facebook.com\/workable\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-01-08T11:05:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-02-06T13:22:09+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-640x230.jpg\" \/>\n<meta name=\"author\" content=\"Thanos Markousis\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@workable\" \/>\n<meta name=\"twitter:site\" content=\"@workable\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Thanos Markousis\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste#article\",\"isPartOf\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste\"},\"author\":{\"name\":\"Thanos Markousis\",\"@id\":\"https:\/\/resources.workable.com\/fr\/#\/schema\/person\/36e868fdc5e8b5dd76358fb2b18209f1\"},\"headline\":\"Descriptif de poste: Ing\u00e9nieur d&rsquo;assistance technique&nbsp;(f\/h\/autre)\",\"datePublished\":\"2020-01-08T11:05:20+00:00\",\"dateModified\":\"2020-02-06T13:22:09+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste\"},\"wordCount\":170,\"publisher\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste#primaryimage\"},\"thumbnailUrl\":\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-640x230.jpg\",\"keywords\":[\"sample-customer-service\"],\"articleSection\":[\"Descriptifs de postes\",\"Descriptifs de postes de service \u00e0 la client\u00e8le\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste\",\"url\":\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste\",\"name\":\"Mod\u00e8le de fiche de poste d'Ing\u00e9nieur d'assistance technique | Workable\",\"isPartOf\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste#primaryimage\"},\"image\":{\"@id\":\"https:\/\/resources.workable.com\/fr\/ingenieur-d-assistance-technique-descriptif-de-poste#primaryimage\"},\"thumbnailUrl\":\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-640x230.jpg\",\"datePublished\":\"2020-01-08T11:05:20+00:00\",\"dateModified\":\"2020-02-06T13:22:09+00:00\",\"description\":\"Le pr\u00e9sent mod\u00e8le de fiche de poste d'Ing\u00e9nieur d'assistance technique a \u00e9t\u00e9 optimis\u00e9 pour les sites d'offres d'emploi. 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He writes about data protection and compliance. Formerly with IBM and Accenture.","sameAs":["https:\/\/x.com\/workable"],"url":"https:\/\/resources.workable.com\/fr\/author\/thanos\/"}]}},"modified_by":"Zina Panagopoulou","custom_fields":{"brief":"<span style=\"font-weight: 400;\">Nous recherchons un ing\u00e9nieur d'assistance technique charg\u00e9 de fournir une assistance de niveau entreprise \u00e0 nos clients. Vous diagnostiquerez et d\u00e9pannerez les probl\u00e8mes aff\u00e9rents aux logiciels et aux \u00e9quipements informatiques, tout en aidant nos clients \u00e0 installer des applications et des programmes. <\/span>\r\n\r\n<span style=\"font-weight: 400;\">Les fonctions d'un Ing\u00e9nieur d'assistance technique incluent la r\u00e9solution des probl\u00e8mes de r\u00e9seau, la configuration des syst\u00e8mes d'exploitation et le recours \u00e0 des connexions de bureau \u00e0 distance pour fournir une assistance imm\u00e9diate. Vous utiliserez votre bo\u00eete de courrier \u00e9lectronique et des applications de chat en ligne pour fournir aux clients des r\u00e9ponses rapides concernant des probl\u00e8mes simples relatifs aux TI. S'agissant des probl\u00e8mes plus complexes n\u00e9cessitant des instructions nuanc\u00e9es, vous contacterez les clients par t\u00e9l\u00e9phone et\/ou fournirez des instructions \u00e9crites claires et des manuels techniques.<\/span> <span style=\"font-weight: 400;\">Pour \u00eatre qualifi\u00e9(e) pour ce poste, vous devez \u00eatre titulaire d'un dipl\u00f4me dans un domaine pertinent, comme les Sciences informatiques, les Technologies de l'information ou l'Ing\u00e9nierie logicielle. Les certifications Microsoft, Cisco, Linux ou similaires seront consid\u00e9r\u00e9es comme un avantage. Si vous \u00eates naturellement serviable, aimez aider les gens avec leurs probl\u00e8mes informatiques et \u00eates capable d'expliquer des d\u00e9tails techniques d'une mani\u00e8re simple, nous serions ravis de vous rencontrer. <\/span>\r\n\r\n<span style=\"font-weight: 400;\">En d\u00e9finitive, vous serez une personne de confiance pour nos clients. Ils compteront sur vous pour que vous leur fournissiez des solutions opportunes et pr\u00e9cises \u00e0 leurs probl\u00e8mes techniques. <\/span>","requirements":"<ul>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Exp\u00e9rience professionnelle av\u00e9r\u00e9e en tant qu'Ing\u00e9nieur d'assistance technique, Ing\u00e9nieur Support bureau, Technicien informatique helpdesk ou \u00e0 un poste similaire<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Exp\u00e9rience pratique avec les environnements Windows\/Linux\/Mac OS<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Bonne compr\u00e9hension des syst\u00e8mes informatiques, des dispositifs mobiles et d'autres produits technologiques<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Capable de diagnostiquer et de d\u00e9panner des probl\u00e8mes techniques de base<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Familiaris\u00e9(e) avec les applications de bureau \u00e0 distance et les logiciels de centre d'assistance (par ex. Zendesk)<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Excellentes comp\u00e9tences de r\u00e9solution de probl\u00e8mes et de communication<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Capable de fournir une assistance technique pas \u00e0 pas, aussi bien \u00e0 l'\u00e9crit qu'\u00e0 l'oral<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Licence en Technologies de l'information, Sciences de l'informatique ou dans un autre domaine pertinent<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Des certifications suppl\u00e9mentaires concernant les technologies Microsoft, Cisco, Linux ou similaires seront consid\u00e9r\u00e9es comme un avantage<\/span><\/li>\r\n<\/ul>","responsibilities":"<ul>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Recherche et identification de solutions aux probl\u00e8mes affectant les logiciels et les \u00e9quipements informatiques<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Diagnostic et d\u00e9pannage des probl\u00e8mes techniques, dont la r\u00e9initialisation des comptes et la configuration des r\u00e9seaux<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Poser aux clients des questions cibl\u00e9es afin de comprendre rapidement la racine du probl\u00e8me<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Identifier les probl\u00e8mes affectant les syst\u00e8mes informatiques jusqu'\u00e0 leur r\u00e9solution, le tout dans les d\u00e9lais convenus<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Guider les clients au fil de toute une s\u00e9rie d'actions, au t\u00e9l\u00e9phone, par courrier \u00e9lectronique ou dans le cadre d'un chat, et cela jusqu'\u00e0 la r\u00e9solution du probl\u00e8me technique en question<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Transmettre les probl\u00e8mes non r\u00e9solus aux \u00e9quipes internes comp\u00e9tentes (par ex. les d\u00e9veloppeurs de logiciels)<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Fournir un feedback rapide et pr\u00e9cis aux clients<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Faire appel \u00e0 la base de donn\u00e9es interne ou \u00e0 des ressources externes pour fournir des solutions techniques appropri\u00e9es <\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">S'assurer que tous les probl\u00e8mes ont \u00e9t\u00e9 correctement enregistr\u00e9s<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Prioriser et g\u00e9rer plusieurs probl\u00e8mes en cours d'une mani\u00e8re concomitante<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Suivi des clients pour s'assurer que leurs syst\u00e8mes informatiques fonctionnent suite au d\u00e9pannage <\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Pr\u00e9paration, en temps et en heure, de rapports pr\u00e9cis<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Documentation des connaissances techniques sous la forme de notes et de manuels<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Entretenir des rapports joviaux avec les clients<\/span><\/li>\r\n<\/ul>","see_more":"<h2>Ressources additionnelles\u00a0:<\/h2>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Voir nos fiches de poste pour des r\u00f4les similaires\u00a0:<\/span>\r\n<ul>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/it-help-desk-technician-job-description\">Technicien informatique helpdesk<\/a><\/li>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/desktop-support-engineer-job-description\"><span style=\"font-weight: 400;\">Ing\u00e9nieur Support bureau<\/span><\/a><\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>Identifier et recruter des <a href=\"https:\/\/resources.workable.com\/find-engineers-managers-boolean-search-strings\">Ing\u00e9nieurs d'assistance technique<\/a>\u00a0avec les antis\u00e8ches de recherche bool\u00e9enne de Workable.<\/li>\r\n \t<li>\u00c9valuer les comp\u00e9tences et les qualifications pertinentes avec nos <a href=\"https:\/\/resources.workable.com\/technical-support-engineer-interview-questions\">questions d'entretien\u00a0pour les Ing\u00e9nieurs d'assistance technique<\/a>.<\/li>\r\n<\/ul>"},"_links":{"self":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts\/42140","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/comments?post=42140"}],"version-history":[{"count":0,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts\/42140\/revisions"}],"wp:attachment":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/media?parent=42140"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/categories?post=42140"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/tags?post=42140"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}