For our location in Casablanca we are looking for a Junior Technical Support Engineer/Service Desk Agent.
Provide 1st line support for incidents to our global customers, using initiative to help customers as much as possible.
Prioritize and escalate serious issues to relevant stakeholders.
Work under supervision, supporting standard queries related to Cloud products.
Document actions taken in resolving customer enquiries ensuring established processes/systems are followed.
Escalate issues as necessary to deliver required service level and meet ocustomer expectation/SLAs.
Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations and resolve faults
Determining the best solution based on the issue and details provided by customers
Act as a team player and is viewed by colleagues as a helpful and effective member of the team.
Undertake to develop and maintain technical skills in selected products
Undertake training to achieve and maintain accreditation in selected products
Demonstrate superb customer service skills being sensitive to customer concerns whilst managing the interaction in a confident manner.