Support N2 Multimedia
- Fes

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

Discover the testimonial of Hajar Bououd, HR Director and Communication at ALTEN Morocco in the Challenge Maroc magazine by clicking here:  https://bit.ly/3QMntIc

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 :

As an N2 Multimedia support, your role is to coordinate incident resolution within SLA, manage the incident documentation base, and ensure overall improvement of service quality and availability.

Missions:

• Manage the Client incident Backlog received from Level 1, from reception to resolution (Information gathering, Analysis, testing, tracking, and capitalization).
• Perform preliminary analyses using the provided tools.
• Manage escalations, inform Level 1 about the resolution progress.
• Prevent and implement appropriate corrective processes.
• Investigate incidents in depth.
• Follow up on incidents escalated to the N3 team.
• Write documentation for the processing of internal team tickets.
• Maintain N2/N3 synergy and share blocking issues.
• Contribute to quality meetings.

Contribute to the autonomy of the N1 escalation levels closest to the customers.

Required profile :

• Methodologies: referentials and standards: ITIL V3, ISO 20000,
• Sales Force, Confluence.
• Good Communication in French (written/spoken)
• Good English (written/spoken)
• Good analytical skills
• Solution-oriented
• Rigor
• Good Team Spirit and sense of service

Head office address :

Desired personality traits :

Need for objectivity Tenacity Organization Rationalism Respect of the rules