Support N2 Multimedia
- Fes
Company sector : IT (Information Technology)
COMPANY :
ALTEN MOROCCO, a branch of the world leader in engineering and technology consulting founded in 2008 and present in Fez, Rabat, Tetouan, and Casablanca, currently has over 2200 employees and aims for a center of excellence of 3300 ALTEN employees by the end of 2027. It is now a strategic player in supporting the professional development of engineers.
Our mission: to meet the technological ambitions of our clients - major international clients - in the automotive, rail, R&D and IT, telecommunications, and media sectors.
Joining ALTEN Morocco means joining an ecosystem of excellence and benefiting from:
• A personalized and evolving career path
• An ambitious skills development policy
• A stimulating, collaborative, and meaningful work environment
Discover the testimonial of Hajar Bououd, HR Director and Communication at ALTEN Morocco in the Challenge Maroc magazine by clicking here: https://bit.ly/3QMntIc
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 :
As an N2 Multimedia support, your role is to coordinate incident resolution within SLA, manage the incident documentation base, and ensure overall improvement of service quality and availability.
Missions:
- Manage the Client incident Backlog received from Level 1, from reception to resolution (Information gathering, Analysis, testing, tracking, and capitalization).
- Perform preliminary analyses using the provided tools.
- Manage escalations, inform Level 1 about the resolution progress.
- Prevent and implement appropriate corrective processes.
- Investigate incidents in depth.
- Follow up on incidents escalated to the N3 team.
- Write documentation for the processing of internal team tickets.
- Maintain N2/N3 synergy and share blocking issues.
- Contribute to quality meetings.
Contribute to the autonomy of the N1 escalation levels closest to the customers.
Required profile :
- Methodologies: referentials and standards: ITIL V3, ISO 20000,
- Sales Force, Confluence.
- Good Communication in French (written/spoken)
- Good English (written/spoken)
- Good analytical skills
- Solution-oriented
- Rigor
- Good Team Spirit and sense of service
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