FAI Support Consultant (M/F) - Fès
Company sector : IT (Information Technology)
COMPANY :
ALTEN MOROCCO, a branch of the world leader in engineering and technology consulting founded in 2008 and present in Fez, Rabat, Tetouan, and Casablanca, currently has over 2200 employees and aims for a center of excellence of 3300 ALTEN employees by the end of 2027. It is now a strategic player in supporting the professional development of engineers.
Our mission: to meet the technological ambitions of our clients - major international clients - in the automotive, rail, R&D and IT, telecommunications, and media sectors.
Joining ALTEN Morocco means joining an ecosystem of excellence and benefiting from:
• A personalized and evolving career path
• An ambitious skills development policy
• A stimulating, collaborative, and meaningful work environment
Company culture :
Alten Maroc is defined by a deeply collaborative culture, focused on people, trust, and strong team support, with hands-on managers who guide and develop talent.
This environment is enhanced by a strong drive for innovation, encouraging creativity, initiative, and experimentation across projects.
A structured and disciplined organization ensures efficiency, rigor, and quality in engineering delivery.
Performance and ambition are part of the culture as well, supporting collective success while maintaining a positive and caring atmosphere.
Job :
Within the client technical support team, you will be part of a level 2 support chain and will be responsible for support and expertise throughout all phases of network incident management.
You will be required to:
- Handle individual complaints from "General Public" and "Businesses" for ADSL, FTTH access networks and associated services (VOIP, IPTV).
- Analyze, diagnose, and resolve incidents with time constraints.
- Ensure customer satisfaction by providing relevant and expert answers within minimum timeframes.
- Ensure customer communication.
- Identify, diagnose malfunctions, incidents, service interruptions, and implement corrective measures.
- Check the completeness and progress of level 1 tickets.
- Provide support to the customer service team and first-level field teams.
- Support the end customer from beginning to end until the service is restored.
- Qualify tickets before escalation to Level 3 Expert services (analysis and diagnosis).
- Follow up on incidents: Use the incident database: follow-ups, consolidation, trend analysis. Requests for fundamental preventive actions.
- Handle user requests following malfunctions: taking customer calls.
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Lead a team of technicians and implement operating procedures.
Required profile :
- Holder of a Bac +2/+3/+5 degree with a technical or non-technical specialization.
- Previous experience in incident management.
- Knowledge of the Telecommunications sector (e.g., Internet Access Providers) would be a plus.
Language skills:
- French: advanced communication level (B2).
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