Support N2 Multimédia

About the Position

Support N2 Multimédia

• Type: Permanent Contract
• Location: Morocco (Fès, Rabat, Tétouan, Casablanca)

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About the Company

ALTEN DELIVERY CENTER MAROC

ALTEN DELIVERY CENTER MAROC, a subsidiary of the global leader in engineering and technology consulting, was established in 2008 and is present in Fès, Rabat, Tétouan, and Casablanca. With over 2,300 consultants, the company aims to reach a center of excellence with 3,100 ALTEN consultants by the end of 2024. ALTEN Maroc is a major player in the professional integration of engineers. We support our clients, leaders in the automotive, rail, IT, R&D, and Telecom & Media sectors, in their development strategies.

Joining ALTEN MAROC offers:

• Diverse career paths with opportunities for internal, sectoral, geographical, and professional mobility.
• Certified and diploma training programs.
• Regular events to combine well-being and performance.

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Responsibilities

In the context of the growth of the service center dedicated to the support of the connected vehicle platform, as a Support N2 Multimedia, your role is to coordinate the resolution of incidents in compliance with SLAs, manage the incident documentation base, and ensure the overall improvement of service quality and availability.

Missions:

• Manage the Client incident backlog received from level N1, from reception to resolution (Information collection, Analysis, testing, follow-up, and capitalization).
• Perform preliminary analyses using provided tools.
• Manage escalations, inform N1 about the progress of resolution.
• Prevent and implement appropriate corrective processes.
• Investigate incidents in depth.
• Follow up on incidents escalated to the N3 team.
• Write documentation for internal team ticket processing.
• Maintain N2/N3 synergy and share blocking issues.
• Contribute to the quality meeting.
• Contribute to the autonomy of the N1 escalation chain levels closest to clients.

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Requirements

• Education: Bac +2 to BAC +3 in Computer Science/Networks and Telecommunications/Industrial.
• Skills:
  • Methodological: ITIL V3, ISO 20000, Sales Force, Confluence.
  • Communication: Good French (written/spoken), Good English (written/spoken).
  • Other: Good analytical skills, Solution-oriented, Rigorous, Good team spirit and sense of service.

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We Offer

• Competitive salary
• Professional development opportunities
• Collaborative and dynamic work environment

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About the Company

ALTEN DELIVERY CENTER MAROC

ALTEN DELIVERY CENTER MAROC, a subsidiary of the global leader in engineering and technology consulting, was established in 2008 and is present in Fès, Rabat, Tétouan, and Casablanca. With over 2,300 consultants, the company aims to reach a center of excellence with 3,100 ALTEN consultants by the end of 2024. ALTEN Maroc is a major player in the professional integration of engineers. We support our clients, leaders in the automotive, rail, IT, R&D, and Telecom & Media sectors, in their development strategies.

Joining ALTEN MAROC offers:

• Diverse career paths with opportunities for internal, sectoral, geographical, and professional mobility.
• Certified and diploma training programs.
• Regular events to combine well-being and performance.