Support Technician, Tier 2

Orisha

. Handle an average of 7 to 8 complex cases per day by phone, email, or customer portal .

Posted 9/24/2026full-timePassy • FranceMid-LevelSenior💰 €30,000 - €35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT support, particularly in diagnosing and resolving complex incidents across retail environments and applications. Proficient in database management, ticketing systems, and maintaining effective communication with customers.

Highest-signal resume keywords

IT Support ExperienceSQL Query KnowledgeWindows Server ProficiencyNetworking FundamentalsEvanti Ticketing System

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Database ManagementSQL QueriesIncident ResolutionData AnalysisKnowledge Base Documentation

Soft Skills

Clear CommunicationCustomer LiaisonKnowledge Sharing

Tools & Technologies

EvantiGoogle WorkspaceMicrosoft 365Azure Cloud

Certifications & Qualifications

Degree in ITPost-Secondary Qualification

Industry Keywords

Retail EnvironmentsBusiness ContinuityInventory ManagementData Synchronization

Tech Stack

Tools & technologies

AzureCloudFluxSQLTCP/IP

About the role

Key responsibilities & impact

Handle an average of 7 to 8 complex cases per day by phone, email, or customer portal
Diagnose and resolve complex incidents across retail store environments, databases, and applications
Restart blocked checkout openings and correct major inventory discrepancies
Monitor and analyze data flows synchronized 24/7 between stores, e-commerce, and loyalty systems
Check connection logs and reprocess data in the event of anomalies
Lead weekly knowledge-sharing sessions for Tier 1 Support
Write procedure guides and expand the knowledge base
Document recurring issues and complex bugs before escalation to R&D / Tier 3 Support
Track cases in the Evanti ticketing system
Maintain clear and reassuring communication with customers
Act as the liaison between Tier 1 Support and the Tier 3 / R&D team
Ensure business continuity for merchants using Ginkoia solutions

Requirements

What you’ll need

Degree or diploma in IT (two- or three-year post-secondary qualification, such as a BTS)
Successful initial experience in IT support or workstation administration
Strong knowledge of databases, including SQL queries and consistency analysis
Good command of Windows Server and Microsoft 365 environments
Networking fundamentals: TCP/IP, firewalls, and IP networking
Comfortable using Google Workspace and ticketing tools, particularly Evanti
Knowledge of Azure Cloud is a plus

Benefits

Comp & perks

CGRM supplementary health insurance, 50% employer-funded
Profit-sharing scheme
Vacation bonus (Syntec collective bargaining agreement)
Sustainable mobility bonus for bicycle commuting
Works council benefits
Remote work: 2 days per week
Mentoring and a tailored training program
Saturday on-call duty once every 4 to 5 weeks; compensation not specified