Application Support Officer - Rabat
Company sector : Education / Training
COMPANY :
The Moroccan Foundation for Preschool Education (FMPS) embodies an unwavering commitment to making preschool education available to all in Morocco.
Since 2019, our foundation has grown significantly, from a network of 350 to 22,000 preschool classes.
The Foundation operates on behalf of the Ministry of National Education, Preschool and Sports and manages 70% of Moroccan public preschool education. We are dedicated to providing children aged 4 to 6 years old with the essential foundations for a quality educational journey.
By collaborating with the public, semi-public, and private sectors, as well as managing and training educational staff, we are shaping the future of preschool education in Morocco.
The network's management is handled by a central administration with 150 central managers and a territorial administration with approximately 900 territorial managers working closely together.
Join us in this essential mission to build a promising educational future for every child in Morocco. To learn more about our efforts and achievements, visit our website: www.fmps.ma
Job :
- Identify, analyze, and resolve errors or malfunctions encountered by users.
- Answer questions and guide users in using tools and features.
- Ensure the follow-up and traceability of incidents and user requests.
- Identify areas for improvement, report recurring malfunctions, and propose suitable solutions.
- Write or update guides, procedures, and help materials for users.
Technical Diagnosis: ability to analyze incidents, identify their origin, and distinguish between functional anomalies and technical malfunctions
SQL and Databases: mastery of SQL queries to verify data consistency and contribute to anomaly diagnosis
Source Code Analysis: ability to read and analyze code to identify potential causes of application incidents
Ticket Management: experience in qualifying, categorizing, prioritizing, and tracking requests until resolution
User Support: ability to explain features, write procedures, and provide clear answers tailored to user needs
Technical Coordination: aptitude to document anomalies and transmit precise, structured, and actionable diagnostic elements to development teams
Required profile :
- Holder of a Bachelor's degree (Bac+3) in Information Systems, IT Support, or equivalent. Initial experience in user support, helpdesk, or application assistance is desirable.
- Good knowledge of information systems and application environments.
- Proficiency in incident management and ticketing tools (Helpdesk, ITSM...).
- Knowledge of IT service management basics (frameworks like ITIL).
- Analytical, synthesis, and problem-solving skills.
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