Technical Support Agent N2 (M/F) - 24/7 - Rabat

Company :

Founded in 1976, CGI is among the largest independent information technology (IT) and management consulting firms in the world. CGI has 90,000 consultants and other professionals located around the world, through whom the company offers a comprehensive portfolio of services and solutions: IT consulting and strategy services, systems integration, IT and business process services in outsourcing mode, as well as 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 the digital transformation of their organization and accelerate the achievement of 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 perfect your skills, share your point of view, and reach your full potential because...

We invite you to become a shareholder from your first year and to continually draw on this ownership 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". This 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 and trusted relationships with your peers and clients in your community, while having access to global capabilities to bring your ideas to life, seize new opportunities, and benefit from cutting-edge industry and technology expertise.

You will evolve your career by joining a company built to grow and last, which constantly offers you growth options. Whether it's through skills development programs or interesting assignments that broaden horizons, you will evolve 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 :

As part of strengthening our teams, we are looking for a Level 2 Technical Support Agent

Duties and Responsibilities:

• • Provide Level 2 support for industrial production applications.
  • Analyze and diagnose functional and technical problems.
  • Design, implement, and maintain observability solutions (dashboards, KPIs, alerts) using tools such as Grafana (or other equivalent tools).
  • Define and manage proactive monitoring strategies.
  • Collaborate with SRE, DevOps, and Development teams to improve system operability and reliability.
  • Participate in problem management, including in-depth root cause analysis and continuous improvement actions.
  • Support change management and deployment activities.
  • Utilize automation and scripting to reduce manual tasks and improve operational efficiency.
  • Contribute to the implementation of AI-assisted support processes.
  • Maintain and enrich operational documentation.
  • Ensure effective communication with users.

Required profile :

Qualities required to succeed in this role

• Experience in application support (L2/L3) in an industrial environment.
  • Proficiency in Windows Server and Linux environments.
  • Good command of ITIL processes (incident, problem, and change management).
  • Hands-on experience with observability tools (Grafana, Centreon, Elastic Search).
  • Good understanding of logging mechanisms (logs), metric collection, and alerting.
  • Good command of SQL and application diagnostic techniques.
  • Ability to read and understand simple scripts (PowerShell, C#).
  • Understanding of APIs and system integration mechanisms (Kafka, MQ Series).
  • Experience in Windows Server and Linux environments.
  • Knowledge of production scheduling systems.
• 
  • Strong customer service orientation and user satisfaction.
  • Ability to work in high-pressure production environments.
  • Analytical and problem-solving skills.
  • Proactive mindset, with a prevention-oriented approach rather than a reactive one.
  • Ability to collaborate with technical and business teams.
  • Interest in innovation and adopting AI-based support practices.
  • Proficiency in French and English.

Conditions

• Availability to work in a 24/7 rotating schedule.
  • Customer satisfaction and incident resolution oriented mindset

CGI is an inclusive employer and attentive to applications from people with disabilities and to the career development of men and women.
 

Head office address :

Desired personality traits :

Search for new things / novelty Respect of the rules Extraversion Intuition / spontaneity Team work Personal balance Ambition