L1 Support Officer M/F - Rabat

Company :

AFD.TECH part of Accenture, a specialist in IT and Telecommunications consulting, joined the Accenture group in 2022. Accenture is the global leader in business and government services, with cutting-edge expertise in digital, cloud, and security. It is also a community of over 730,000 talents with a common mission: to realize the promise of technology combined with human ingenuity. 

By 2025, AFD.Tech, a subsidiary of Accenture, will bring together more than 2,000 talents spread across 3 countries (France, Belgium, and Morocco), for an annual turnover of over 130 million euros.

Discover the testimonial of Hajar Fathi, Senior People & Project Manager at AFD.Tech in the magazine Challenge Maroc by clicking here: https://bit.ly/3QI2VjV

Company culture :

AFD.Tech fosters a deeply human and collaborative culture, built on trust, team spirit, and mutual support.
Employees grow within a close-knit environment where hands-on managers guide, mentor, and empower their teams.
This people-focused approach is strengthened by a solid organizational structure, ensuring consistency, quality, and operational excellence.
Innovation and creativity play a supportive role, while performance and challenge are present but balanced.

Job :

Your missions

• Receive, qualify, and track user requests.
• Ensure regular and clear communication on ticket progress.
• Qualify incidents and forward requests to the appropriate teams.
• Monitor the proper functioning of applications and report anomalies.
• Perform data analysis using SQL and BigQuery to help diagnose incidents.
• Contribute to resolving first-level incidents.
• Keep the knowledge base and procedure documentation up to date.
• Participate in the continuous improvement of support processes and user satisfaction.

Required profile :

You have 3 to 5 years of experience in application support, user support, or customer service. You are known for your service-oriented attitude, your ability to communicate with various stakeholders, and your skill in managing multiple tasks simultaneously.

You master or have good knowledge of:

• User communication and follow-up
• Application support and supervision
• Request qualification and routing
• SQL & data analysis in BigQuery
• Knowledge base management and process documentation
• Incident management and ticketing tools (JIRA type)
• Excellent spoken and written French and English
• Strong customer focus
• Excellent communication and teaching skills
• Autonomy, priority management, and initiative

Why join us?

Join AFD Tech part of Accenture and grow in an international, dynamic, and stimulating environment, at the heart of high-value technological and automotive projects.

Head office address :

Desired personality traits :

Search for new things / novelty Need for reflection Need for autonomy Involvement at work Ambition