IT Help Desk Technician - Printers and Networks Expertise - Rabat

Company :

Sitel Group officially becomes  Foundever™.

Foundever™ is a global leader in customer experience (CX). With 170,000 employees worldwide, we are the team behind the best experiences for the 750 largest international and digital brands.

Our innovative CX solutions, technology, and expertise are designed to meet our clients' operational needs and offer them a seamless experience, everywhere and at any time. Handling 9 million experiences every day in over 60 languages and 45 countries, Foundever combines the strength of a global presence with an entrepreneurial approach, enabling businesses of all sizes and sectors to transform their CX. 

Discover the testimonial of Fatna Abdouh, HR Director of Foundever in Challenge Maroc magazine by clicking here: https://bit.ly/48HwKY1

Company culture :

Foundever is defined by a culture strongly driven by innovation, where creativity, agility and experimentation play a central role in daily operations. This focus is closely balanced by a collaborative culture that emphasizes teamwork, trust and a supportive, people-oriented management style. A competitive dimension reinforces performance expectations and results orientation, while a more moderate organizational component provides structure and reliability. The environment is well suited to curious, committed profiles who thrive in dynamic and evolving settings.

Job :

The Foundever Group is looking for IT Support Technicians for its Rabat site. You will join the technical support team dedicated to a world leader in professional printing solutions.
As an IT Support Technician, you will provide level 1 technical support by phone and email to resolve incidents related to multifunction printers and network printing systems.
 

Your main tasks

• Level 1 Technical Support: Diagnose and resolve printing and network connectivity technical problems
• Ticket Management: Receive, qualify, and log customer requests in the ticketing tool
• Remote Assistance: Guide users by phone and email to resolve malfunctions
• System Reconnection: Reconnect multifunction printers to the Archange system via WebDAV or DCA
• Technical Escalation: Transfer complex incidents to level 2 and 3 teams
• Documentation: Update the technical knowledge base to optimize future solutions
• Quality Monitoring: Ensure ticket follow-up until complete resolution

Required profile :

Training and technical skills:

Diploma or training in IT/networks (Bac+2 minimum)
Knowledge of computer networks and protocols (TCP/IP, DHCP)
Proficiency in Windows environments and network diagnostic tools
Experience with CRM and ticketing tools (a plus)

Interpersonal skills:

• Excellent French level, spoken and written (C1 minimum)
• Active listening skills and pedagogical ability to explain technical solutions
• Patience and methodology in problem-solving approach
• Ease in telephone communication
 

Personal qualities:

• Rigor and organization in incident tracking
• Responsiveness and customer service orientation
• Ability to work in a team and manage stress
• Technical curiosity and willingness to learn continuously

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization