Application Analyst N2/N3

Responsibilities

• Handle N2 level incidents
• Identify incidents related to lack of user training and communicate needs to relevant stakeholders
• Advise users to ensure proper application usage
• Maintain a level of ongoing cases in line with service objectives
• Continuously train on applications supported by the support chain
• Participate in analyzing Service Desk calls to implement corrective actions
• Collaborate with N2 teams in other countries, primarily Italy and the Iberian Peninsula
• Contribute to the quality of knowledge base content in coordination with N1, N2, and N3 support teams
• Participate in user acceptance testing (modules) during transfer to the support chain

Requirements

• Bac +2 degree (BTS, DUT, DEUG) required
• Minimum 3 years of experience in IT support
• Proficiency in SQL, Windows environment, hardware, and networking
• Knowledge of Salesforce is a plus
• Strong interpersonal and listening skills
• Autonomy, dynamism, and rigor

Benefits

• Mutual insurance and 50% transport reimbursement
• Meal vouchers (€9.50 at 60% coverage)
• €1,000 referral bonuses
• CSE (Social and Economic Committee)
• 2-week integration period, training, and mobility opportunities

About the Company

HELPLINE specializes in user support outsourcing and implementing an augmented employee experience through AI. Part of the Everience group, HELPLINE supports the operational needs of IT departments and businesses worldwide, serving over 200 clients.