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, today has over 2200 employees and aims for a center of excellence of 3300 ALTEN engineers 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, railway, 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 testimony of Hajar Bououd, HR Director and Communication at ALTEN Morocco in 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 part of the growth of the service center dedicated to supporting the connected vehicle platform.

As an N2 Multimedia support, your role is to coordinate incident resolution while respecting SLAs, manage the incident documentation database, and ensure the 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, monitoring, and capitalization).
• Perform preliminary analyses using the provided tools
• Manage escalations, inform Level 1 about the progress of the resolution.
• Prevent and implement adequate corrective processes
• Investigate incidents in depth
• Monitor incidents escalated to the N3 team.
• Write documentation for handling internal team tickets.
• Maintain N2/N3 synergy and share blocking issues.
• Contribute to the quality meeting.
• Contribute to the autonomy of the levels of the N1 escalation chain closest to the customers.

Required profile :

Associate's degree to Bachelor's degree in Computer Science/Networks and Telecommunications/Industrial fields.

• Methodologies: frameworks and standards: ITIL V3, ISO 20000,
• Sales Force, Confluence.
• Good communication skills in French (written/spoken)
• Good English skills (written/spoken)
• Good analytical skills
• Solution-oriented
• Rigor
• Good teamwork and service-oriented attitude

Head office address :

Desired personality traits :

Need for objectivity Tenacity Organization Rationalism Respect of the rules