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SQLI

Digital transformation consulting and managed services

Lead Support N1/N2

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeRabat, MoroccoNo salary listedHybrid

About the Job

Requirements

  • Experience in N1/N2 user support.
  • A successful first experience coordinating or managing a support team.
  • A degree at Bac +3 to Bac +5 level in Informatics, Networks, or Information Systems.
  • Experience in a multisite environment and/or an IT services company is strongly appreciated.
  • Knowledge of Windows 10/11, Windows Server, Microsoft 365, Active Directory/Azure AD (Entra ID), Exchange Online, Teams, TCP/IP, LAN/WAN, VPN, Wi-Fi, DNS/DHCP, ITSM tools, remote support tools, monitoring tools, Microsoft Office, ITIL, and incident, problem, and change management.
  • Ability to lead and unite a team, deliver customer service, analyze and resolve problems, manage priorities, work under stress, communicate, and work rigorously, autonomously, and proactively.

Responsibilities

  • Oversee the daily activity of N1 and N2 support teams.
  • Ensure compliance with SLAs and contractual commitments.
  • Prioritize incidents and coordinate resolution actions.
  • Monitor performance indicators (KPIs) and prepare associated reports.
  • Organize and lead team meetings and operational check-ins.
  • Handle complex or critical incidents requiring advanced expertise.
  • Escalate issues to N3 teams, software publishers, or suppliers when necessary.
  • Ensure ticket handling quality and compliance with procedures.
  • Participate in crisis management and escalation teams.
  • Functionally supervise N1 and N2 technicians.
  • Distribute workload and optimize available resources.
  • Train and support employees in developing their skills.
  • Ensure application of ITIL best practices and internal processes.
  • Identify opportunities to improve support processes.
  • Help create and update the knowledge base.
  • Propose actions to reduce recurring incident volumes.
  • Contribute to support-tool transformation and improvement projects.
  • Serve as the primary client contact for operational topics.
  • Participate in service review committees and reviews.
  • Communicate proactively about major incidents and action plans.
  • Coordinate a team while monitoring processes and customer satisfaction.

Desired Qualifications

  • Knowledge of Intune.
  • Experience in a multisite environment and/or an IT services company.

About the Company

SQLI

Digital transformation consulting and managed services

SQLI Digital Experience helps international brands grow digital business value by providing consulting, implementation, and managed services in digital transformation. It combines technology, proven methodologies, skilled teams, and creativity to deliver customer experiences that engage users across channels. The company serves major brands such as Carlsberg and AG Insurance and works in AI, e-commerce, digital marketing, and customer experience management. Dating back to the 1990s, SQLI differentiates itself with end-to-end capabilities from strategy to ongoing managed services and a mix of technical and creative expertise to drive measurable results, aiming to help clients adapt to new technologies and customer needs while turning digital opportunities into sustainable value.

Company size
1,001-5,000
Company stage
IPO
Headquarters
Saint-Denis-en-Val, France
Founded
1990

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