Aperçu de l'emploi
What you need to know about the job
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Primary Location: |
Morocco, Casablanca |
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Job Category: |
Services |
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Schedule: |
Full time |
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The primary responsibility of the Technical Support Engineer isto manage customer’s service requests to a satisfactory resolution. The work isessentially in the areas of server platforms and operating systems. Uponreceiving a service request, the Engineer comes to a solution through remotediagnosis, documentation and/or knowledge databases within agreed timeframes.The Engineer also acts as a customer’s technical advocate and buildspartnership relations in order to understand the customer’s IT environment andoperational processes.
The engineer participates also in projects hardwareimplementation and configuration, supported regional team leader in achievingshared goals, supported sales and marketing functions in shows/exhibitions.
Responsibilities:
Timely respond tocustomer’s service requests: manage support cases, provide information &troubleshoot to solve customer issues according to SLAs
Manage customerexpectations by taking into consideration the service entitlement and identifycustomer’s problems
Keep customersinformed, set and follow commitments, keep precise case documentation and caseownership
Provide proactiveIT recommendations
Participate indelivering IT services to customers
Elevate and/orescalate cases to next levels when needed
Manage multipletasks simultaneously with minimum supervision
Active andself-paced improvement of technical and business acumen
Education andExperience Required:
Higher technicaleducation
1-3 year experiencein relevant technologies
Relevant industrycertifications
Knowledge andSkills:
Experience introubleshooting in a technical environment
Good knowledge ofOS (RHEL/SLES/HPE-UX/Windows) and hypervisors
Servers/LAN/SAN(basic knowledge or higher)
Strong verbal andwritten communications skills
Good command ofEnglish, French & Arabic
Team player
Détail d'emploi
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Tranche de salaireNon Définie
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CarrièreDirecteur
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Expérience3 ans
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SexeM / F
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INDUSTRIEInformatique