L1 Support Officer M/F - Rabat
Company sector : IT (Information Technology)
COMPANY :
AFD.TECH part of Accenture, a specialist in IT and Telecommunications consulting, joined the Accenture group in 2022. Accenture is the global leader in business and government services, with cutting-edge expertise in digital, cloud, and security. It is also a community of over 730,000 talents with a common mission: to realize the promise of technology combined with human ingenuity.
By 2025, AFD.Tech, a subsidiary of Accenture, will bring together more than 2,000 talents spread across 3 countries (France, Belgium, and Morocco), for an annual turnover of over 130 million euros.
Discover the testimonial of Hajar Fathi, Senior People & Project Manager at AFD.Tech in the magazine Challenge Maroc by clicking here: https://bit.ly/3QI2VjV
Company culture :
AFD.Tech fosters a deeply human and collaborative culture, built on trust, team spirit, and mutual support.
Employees grow within a close-knit environment where hands-on managers guide, mentor, and empower their teams.
This people-focused approach is strengthened by a solid organizational structure, ensuring consistency, quality, and operational excellence.
Innovation and creativity play a supportive role, while performance and challenge are present but balanced.
Job :
Your missions
- Receive, qualify, and track user requests.
- Ensure regular and clear communication on ticket progress.
- Qualify incidents and forward requests to the appropriate teams.
- Monitor the proper functioning of applications and report anomalies.
- Perform data analysis using SQL and BigQuery to help diagnose incidents.
- Contribute to resolving first-level incidents.
- Keep the knowledge base and procedure documentation up to date.
- Participate in the continuous improvement of support processes and user satisfaction.
Required profile :
You have 3 to 5 years of experience in application support, user support, or customer service. You are known for your service-oriented attitude, your ability to communicate with various stakeholders, and your skill in managing multiple tasks simultaneously.
You master or have good knowledge of:
- User communication and follow-up
- Application support and supervision
- Request qualification and routing
- SQL & data analysis in BigQuery
- Knowledge base management and process documentation
- Incident management and ticketing tools (JIRA type)
- Excellent spoken and written French and English
- Strong customer focus
- Excellent communication and teaching skills
- Autonomy, priority management, and initiative
Why join us?
Join AFD Tech part of Accenture and grow in an international, dynamic, and stimulating environment, at the heart of high-value technological and automotive projects.
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