Level 1 Support Agent - Casablanca
Company sector : IT (Information Technology)
COMPANY :
Founded in 1976, CGI is one of the largest independent information technology and management consulting services firms in the world. CGI has 90,000 advisors and other professionals located around the world. Through them, the company offers a complete portfolio of services and solutions: IT and management consulting services, systems integration, outsourced IT and business process management services, and intellectual property solutions. CGI's collaboration with its clients is based on a model focused on local relationships, combined with a global service delivery network, which allows clients to achieve their organization's digital transformation and accelerate results. In fiscal year 2023, CGI generated revenues of CA$14.30 billion. CGI shares are listed on the Toronto Stock Exchange (GIB.A) and the New York Stock Exchange (GIB). Learn more at cgi.com.
Life at CGI is rooted in shareholding, teamwork, respect, and a sense of belonging. With us, you can improve your skills, share your point of view, and reach your full potential because...
We invite you to become a shareholder in your first year and continually draw on this shareholding culture to benefit from the rewards of our collective success as we work together to make our dream a reality: "creating an environment where we enjoy working together and where, as owners, we participate in developing a company we are proud of." That is why we refer to ourselves as CGI associates, rather than employees. Being a CGI associate gives you the opportunity and responsibility to participate in all aspects of the company, including actively contributing to its direction and strategy.
Your work creates value as you leverage your experience and work closely with your colleagues and clients by advising them, developing and proposing innovative solutions that meet our clients' most complex challenges. You will build lasting, trusted relationships with your peers and clients in your community, while having access to global capabilities to realize your ideas, seize new opportunities, and benefit from cutting-edge industry and technological expertise.
You will advance your career by joining a company built to grow and last, which constantly offers you growth options. Whether through skill development programs or interesting assignments that broaden horizons, you will advance your career in partnership with leaders who will support your development, health, and well-being goals.
Join us. Together, as owners, let's put our know-how to work to meet the needs and consider the interests of our clients, our shareholders, our communities, and each of us.
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.
Job :
Joining a dynamic company in the IT sector in Casablanca means joining a team dedicated to user satisfaction. As a Level 1 Support Agent, the mission is to act as the first point of contact to resolve technical incidents and assist users towards a smooth digital experience.
Mission:
Level 1 IT infrastructure support, with the mission to:
• Take charge of, qualify, categorize, and prioritize incidents and requests in ServiceDesk Plus.
• Ensure diagnosis and resolution of first-level user incidents.
• Support Windows 10/11 environments, workstations, and peripherals: screens, docks, printers, scanners, etc.
• Handle authentication and access incidents: locked account, password, MFA/FIDO, standard rights.
• Perform standard authorized AD operations: unlocking, account creation/modification according to procedures.
• Diagnose user VPN, Internet, Wi-Fi, and basic connectivity issues before network escalation.
• Use authorized remote control, patching, and standard script tools.
• Perform initial diagnosis on EDR/antivirus alerts and escalate to Cyber/SOC when necessary. The RFP explicitly provides for Level 1 triage of EDR/XDR alerts. CLIMATER GROUP SCOPE MAJ...
• Qualify telephony/softphone incidents before Level 2 escalation.
Required profile :
Profile sought: technician or engineer with confirmed experience in a similar activity.
Job location: Casablanca.
Special conditions: The mission may take place in staggered shifts. Therefore, plan for a rotational shift mode 24/7.
CGI is an inclusive employer and attentive to applications from people with disabilities and to the career development of men and women.
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