Hugo Toussaint

Level 1/2 application support technician in a B2B SaaS environment, I ensure the diagnosis and resolution of incidents related to business processes (invoicing, activity reports, pre-invoicing, etc.). I am involved in account administration (creation, access rights) and ticket processing via Zendesk, Salesforce, and Jira. I liaise with technical teams in case of bugs or anomalies, within a structured framework of IT support and production monitoring.

Handling requests via various channels (calls, emails, self-service), processing user requests (authorizations, rights management, network shares, etc.). User and workstation management via Active Directory, remote N1/N2 support and incident resolution. Ticket follow-up and qualification, management of the support shared mailbox. Implementation and maintenance of the IT knowledge base, reporting of ticket management anomalies, and development of new ITSM forms for onboarding new employees. Cross-functional collaboration with N3 teams for infrastructure management and complex incident resolution.

Network cabling management, implementation of remote work solutions for platforms, remote incident resolution via ticketing tools (Service Manager), on-site support, and Group Policy Object (GPO) configuration for certain services.