Service Desk Engineer (French)

Who we are

At Origina, we are on a mission to change the software world.

We are the leading global independent software maintenance vendor for IBM, HCL, and VMware that Gartner™ consistently recognises as a forward-thinking alternative to traditional software mega vendors.

At Origina, our values of Trust, Fairness, Relationships, and Opportunities are the pillars of our competitive strength and the foundation of our culture. These principles reflect our beliefs about what is most important and guide us on our exciting and unwavering high-growth journey.

We believe in freedom of choice in the world of software and are a leader in the Right to Repair movement, both in the U.S and in Europe. As strategic partners, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

At Origina, we are proud of our unique and engaging culture. For two years running, we have been certified and recognised as a Great Place to Work™ for both our home office in Dublin and in our American headquarters in Plano, Texas. We have also been named as one of Ireland's best small workplaces and best workplaces in tech.

Visit origina.com to learn more.

The Role

• Technical Support: Provide tier 1 world-class technical troubleshooting and support for globally based clients. Ensure that customers are kept informed and updated throughout the ticket lifecycle.

• Customer Follow-Up: Follow up with customers to ensure their issues are satisfactorily addressed and resolved.

• Problem Identification: Ensure understanding of underlying IT issues and identify what needs to be done to resolve problems effectively.

• Issue Management: Manage and track all support issues, ensuring the appropriate technical individuals or teams are identified and informed for resolution.

• Customer Satisfaction: Ensure customer satisfaction when handling incidents by actively supporting the customer and keeping them updated throughout the incident lifecycle.

• Service Level Agreements: Adhere to all service level agreements when managing multiple incidents.

• Client Documentation: Ensure client documentation (site reports, project documentation, user manuals, etc.) is kept on the shared drive and is up to date.

• Professionalism: Consistently uphold a professional demeanour to preserve and enhance Origina's world-class reputation in the marketplace.

• Time Management: Manage your own timekeeping in accordance with company rules and regulations.

• Team Participation: Participate as a team member in an environment based on open communication, trust, creative thinking, and cohesive team effort.

• Continuous Improvement: Maintain a mindset of continuous improvement through working practices and customer satisfaction.

• Learning and Development: Proactive approach to learn and develop individual skills and abilities with the support of the senior technical team.

About You

• 2+ years of tech support experience is required

• Fluency in English and French

• Excellent Technical Awareness with common software/hardware

• Excellent written and verbal communication skills

• Customer-first mentality and positive attitude

• Great team-player willing to go the extra mile for the customers and the Origina team

• Ability to demonstrate our values of Fairness, Trust, Relationships & Opportunities

• Be able to work shifts and provide out of hours cover as necessary

What we offer

• Competitive compensation that rewards achievement
• Hybrid, flexible working model
• Family Health, Dental & Vision Insurance from day 1
• Life insurance & Income Protection
• 23 days Annual Leave plus 2 company days with additional days earned based on your tenure
• Generous Maternity & Paternity leave policies
• 6% Pension match
• €200 annual wellness benefits
• €1,000 professional development benefit
• Flexibility of working remotely from anywhere for up to 4 weeks per year
• A dedicated Volunteer Day to give back to your community and support meaningful causes
• Employee Assistance Programme
• An inclusive environment with regular events organised by Engagement, and Diversity Committees

Don't worry if you don't meet ALL the requirements, if you feel you would be a great fit for this role, we would love to hear from you! At Origina, the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.

Origina is an equal opportunity employer, and we're proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, colour, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Origina may collect your personal data for recruiting, global organisation planning, and related purposes. Origina's Candidate Privacy Notice explains what personal information Origina may process, where Origina may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Origina's use of your personal information.