English-Speaking Support Technician

Inetum Offshore Maroc

English-Speaking Support Technician

Main tasks:

• Receive and analyze user requests.

• Provide level 1 technical support (diagnosis, identification and resolution of incidents).

• Escalate unresolved incidents to higher levels (N2/N3).

• Track tickets and ensure reporting of interventions.

• Write and update technical documentation and knowledge bases.

• Raising user awareness of good IT practices.

• Collaborating with technical teams to improve support processes.

Technical skills:

• My mastery of Windows and/or macOS environments.

• Knowledge of workstation administration, networks, office tools and messaging (Office 365, Google Workspace, etc.).

• Use of ticket management tools (ServiceNow, Jira, Zendesk, etc.).

• Basics in cybersecurity and user access management.

• Skills in diagnosing and resolving hardware and software faults.

Language skills:

• Fluent English (written and spoken) required.

• Fluent French.

Behavioral skills:

• Excellent communication and customer service skills.

• Listening and teaching skills.

• Rigour, autonomy and responsiveness.

• Analytical and synthesis skills.

• Ability to work under pressure and manage priorities.