Company culture :
Alten Maroc is defined by a deeply collaborative culture, focused on people, trust, and strong team support, with hands-on managers who guide and develop talent.
This environment is enhanced by a strong drive for innovation, encouraging creativity, initiative, and experimentation across projects.
A structured and disciplined organization ensures efficiency, rigor, and quality in engineering delivery.
Performance and ambition are part of the culture as well, supporting collective success while maintaining a positive and caring atmosphere. [+]
Job :
Within the client technical support team, you will be part of a level 2 support chain and will be responsible for support and expertise throughout all phases of network incident management.
You will be required to:
Handle individual complaints from "General Public" and "Businesses" for ADSL, FTTH access networks and associated services (VOIP, IPTV).
Analyze, diagnose, and resolve incidents with time constraints.
Ensure customer satisfaction by providing relevant and expert answers within minimum timeframes.
Ensure customer communication.
Identify, diagnose malfunctions, incidents, service interruptions, and implement corrective measures.
Check the completeness and progress of level 1 tickets.
Provide support to the customer service team and first-level field teams.
Support the end customer from beginning to end until the service is restored.
Qualify tickets before escalation to Level 3 Expert services (analysis and diagnosis).
Follow up on incidents: Use the incident database: follow-ups, consolidation, trend analysis. Requests for fundamental preventive actions.
Handle user requests following malfunctions: taking customer calls.
Lead a team of technicians and implement operating procedures.
Required profile :
Holder of a Bac +2/+3/+5 degree with a technical or non-technical specialization.
Previous experience in incident management.
Knowledge of the Telecommunications sector (e.g., Internet Access Providers) would be a plus.
Language skills:
French: advanced communication level (B2).