ALTEN Mexico

Engineering and technology consulting services

Support 2 Multimédia

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeFes, MoroccoNo salary listedHybrid

About the Job

Requirements

Knowledge of ITIL V3 and ISO 20000 methodologies, frameworks, or standards.
Knowledge of Salesforce and Confluence.
Good written and spoken French.
Good written and spoken English.
Analytical skills.
Solution-oriented approach.
Rigor.
Team spirit and service orientation.

Responsibilities

Manage the client incident backlog received from Level 1, from intake through resolution, including information gathering, analysis, testing, follow-up, and documentation of lessons learned.
Perform preliminary analyses using the provided tools.
Manage escalations and inform Level 1 about resolution progress.
Prevent incidents and implement appropriate corrective processes.
Investigate incidents in depth.
Track incidents escalated to the Level 3 team.
Write documentation for handling tickets internal to the team.
Maintain coordination between Levels 2 and 3 and share blocking issues.
Contribute to quality meetings.
Contribute to the autonomy of the escalation-chain levels closest to customers.

Description du poste

En tant qu’un support N2 Multimédia, votre rôle est de coordonner la résolution des incidents dans le respect des SLA, gérer la base documentaire incidents, et veiller à l’amélioration globale de la qualité et de la disponibilité du service.

Missions :

Gérer le Backlog incident Client reçu du niveau N1, de la réception à la résolution (Récolte des informations, Analyse, tests, suivi et capitalisation).
Effectuer les analyses préliminaires à l’aide des outils fournis
Gérer les escalades, informer les N1 sur l’avancée de la résolution.
Prévenir et mettre en place les processus correctifs adéquats
Investiguer en profondeur les incidents
Suivi des incidents escaladés vers l’équipe N3.
Rédiger la documentation pour le traitement des tickets internes à l'équipe.
Maintenir la synergie N2/N3 et partage des problèmes de blocage.
Contribuer à la réunion qualité.

Contribuer à l'autonomie des niveaux de la chaine d'escalade N1 la plus proches des clients.

Qualifications

Méthodologiques : référentiels et normes : ITIL V3, ISO 20000,
Sales Force, Confluence.
Bonne Communication en Français (écrit/parlé)
Bon anglais (écrit /parlé)
Bon esprit d’analyse
Orienté solution
Rigueur
Bon Esprit d’équipe et sens de service

Informations supplémentaires

About the Company

ALTEN Mexico

Engineering and technology consulting services

ALTEN Mexico provides engineering and technology consulting services by supplying highly specialized engineers who embed within client teams to work on complex projects. The way it works is by offering a flexible pool of talent for research and development needs, allowing clients to access experts without committing to permanent hires. The company differentiates itself through a focus on embedded engineering consultants, serving sectors like telecommunications, aerospace, and information systems, and by expanding its reach via organic growth and acquisitions across Europe and globally. Its goal is to help clients access top engineering expertise efficiently while growing the business through deliberate geographic and service expansion.

Company size: Not listed
Company stage: IPO
Headquarters: Boulogne-Billancourt, France
Founded: 1988

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