IT Tools Support
2 weeks ago
Who is CBTW
CBTW is an international tech company delivering value added services to customers on 5 continents, with a variety of brands : Positive Thinking Company (IT), Versett (Digital advisory), Steep (Governance), Otofacto (Industry 4.0), OneAston (Technologies for financial institutions), AlisPharm (Pharmacy technologies).
CBTW has experienced a 2-digit annual growth rate over the past 5 years, with new companies joining the ecosystem every year. CBTW is committed to responsible and impactful growth, and has chosen to invest part of its earnings in environmental care and access to education. Employees are expected to embrace corporate values and actively participate in initiatives aimed at making our world a better place.
CBTW counts 3400 employees throughout the world, with main locations in France (900), VietNam (700), Belgium (600) and Canada Our other significant subsidiaries are in Germany, Switzerland, Luxembourg, India, USA, Philippines, Colombia, Bulgaria, Tunisia and Singapore.
Manila office counts 60 employees delivering services for OneAston brand customers, and all group employees (internal IT, with 17 positions).
IS Tools Support
Position we are opening is part of Corporate IT Department, which is maintaining IT equipment, tools and security for all group subsidiaries. IT team counts members in Asia (Manila and VietNam) and in Europe, but needs to serve employees from all locations, in Asia, Europe and Americas. That is why we are ensuring a 24 hours service on weekdays.
Within IT Department, IT/IS Tools Support counts 3 administrators, all located in Manila, who are working closely with Business Analysts and Developers.
CBTW is certified ISO 27001, this means security is a priority for IT Team. All our IT team members are trained and coached on security measures, to deliver service at the desired level of quality and security.
Responsibilities- Creates accounts in our internal tool for new employees (Microsoft Dynamics Nav, Salesforce. Talentsoft, Adobe Sign, Jira,…).
- Reviews accreditation on a regular basis.
- L1 & L2 Support to users located in all our subsidiaries in Asia, Europe and Northern America
- Monitor the tickets opened by the employees, and process L1 & L2 you can handle.
- Performs updates in our tools based on documented procedures
- Review and update existing documentation to reflect changes in processes or procedures.
- Comply with SLAs on tickets you are responsible for, and ensure global SLA of the service are met
- Design notification email templates and simple reports.
- Works on several internal projects (migrations of new subsidiaries, automations)
- Bachelor's/College Degree in Computer Science or any technology-related field
- Must have at least 2 years of experience in a support team or using Backoffice tools (ERP) or CRM.
- Able to follow procedures and instructions.
- Must have good communication and language skills
- Ability to understand non-native English speakers is a must
- Strong attention to detail and excellent organizational skills.
- Proficiency in data analysis tools like Excel.
- Basic knowledge of DBMS (query language).
- Basic knowledge with any scripting language.
- Experience in process documentation or technical writing is preferred.
- Initially, 3pm to 12am shift (EMEA), but can be open for 10 AM to 7 PM shift (APAC), 2am to
11am shift (Americas).
Advancement Criteria:
- Autonomy and Process Improvement
- Open to work on L2 tickets
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