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Offre d’emploi Technical Support Specialist

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.

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