Job description

Company culture :

CGI Technologies and Solutions Morocco is characterized by a predominantly collaborative culture, placing people, trust and teamwork at the core of its operations. A close management approach fosters guidance, empowerment and skills development within a supportive environment. This dynamic is reinforced by a structured organizational culture, ensuring process rigor, reliability and operational efficiency. It is complemented by an innovation dimension that encourages adaptability and initiative, while a more moderate competitive component supports a balanced results-driven mindset.

As part of strengthening our teams, we are looking for an N1 Technical Support Technician to provide first-level support to users and ensure quality service.

Functions and responsibilities:

• Take charge of level 1 support calls and requests.
• Analyze incidents and identify their origin.
• Escalate level 2 and 3 incidents to specialized teams when necessary.
• Document all interventions in ServiceNow.
• Ensure coordination with suppliers if needed.
• Follow up on interventions with technical teams, users, and suppliers until resolution.

Qualities required to succeed in this role

• Proven experience in technical support (Helpdesk / Service Desk / IT Support).
• Good command of the Microsoft 365 suite (M365).
• Organizational skills, autonomy, and rigor.
• Excellent communication skills and good team spirit.
• Bilingual French / English, both spoken and written.

Conditions

• Availability to work in a 24/7 rotating schedule.
• Client satisfaction and incident resolution oriented mindset