User Support Technician, M/F/X

METALINE

. Handle incidents and requests escalated by Level 1 Support .

Posted 10/7/2026contractChâtillon • FranceMid-LevelSenior💰 €30,000 - €33,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Proficient in Level 2 Application Support with advanced SQL expertise, capable of diagnosing and resolving incidents in retail environments. Strong focus on customer service, user satisfaction, and continuous improvement of service delivery.

Highest-signal resume keywords

Advanced SQL ExpertiseLevel 2 Application SupportIncident Diagnosis and ResolutionService Desk KnowledgeFluent French

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLIncident DiagnosisApplication SupportTicketing ProcessesSLA ComplianceLogistics KnowledgeInventory ManagementOrder ManagementWired and Wi-Fi NetworksAnalytical Skills

Soft Skills

Customer Service FocusStrong Communication SkillsDetail-OrientedSelf-MotivatedTeam-Oriented

Tools & Technologies

Ticketing SystemService Desk Software

Industry Keywords

Retail SupportContinuous ImprovementEscalation ProceduresUser ExperiencePerformance Indicators

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Handle incidents and requests escalated by Level 1 Support
Provide Level 2 application support to retail locations for issues related to orders, deliveries, inventory, and logistics
Diagnose, analyze, and resolve incidents, particularly using SQL
Call users back after a ticket is opened and follow up until the issue is fully resolved
Record and document incidents and anomalies in the ticketing system
Comply with defined SLAs and performance indicators
Escalate unresolved incidents to Level 3 or the relevant teams
Identify recurring incidents and propose preventive measures
Contribute to the continuous improvement of the service and user experience
Write and update operating procedures and instructions
Participate in the installation, configuration, testing, and acceptance testing of equipment and solutions

Requirements

What you’ll need

Proficiency in Service Desk / Level 2 Support
Advanced SQL expertise required
Experience in application support, ideally in a sales management, order management, delivery, inventory, or logistics environment
Good knowledge of wired and Wi-Fi networks
Strong incident diagnosis and resolution skills
Good knowledge of ticketing processes, SLAs, and escalation procedures
Fluent French required
Strong customer service and user satisfaction focus
Excellent analytical and diagnostic skills
Self-motivated, independent, and detail-oriented
Responsive, with the ability to prioritize incidents
Strong communication skills with users and technical teams
Team-oriented and proactive in proposing improvements
Experienced Support Technician profile
4 to 10 years of experience
Significant experience in Service Desk / Level 2 Support
SQL experience essential