وكيل دعم فني المستوى الثاني (ذكر/أنثى) - 24/7 | الرباط (المغرب)

Job description

Company culture :

CGI Technologies and Solutions Morocco is characterized by a predominantly collaborative culture, placing people, trust and teamwork at the core of its operations. A close management approach fosters guidance, empowerment and skills development within a supportive environment. This dynamic is reinforced by a structured organizational culture, ensuring process rigor, reliability and operational efficiency. It is complemented by an innovation dimension that encourages adaptability and initiative, while a more moderate competitive component supports a balanced results-driven mindset.

Job :

As part of strengthening our teams, we are looking for a Level 2 Technical Support Agent

Duties and Responsibilities:

• • Provide Level 2 support for industrial production applications.
  • Analyze and diagnose functional and technical problems.
  • Design, implement, and maintain observability solutions (dashboards, KPIs, alerts) using tools such as Grafana (or other equivalent tools).
  • Define and manage proactive monitoring strategies.
  • Collaborate with SRE, DevOps, and Development teams to improve system operability and reliability.
  • Participate in problem management, including in-depth root cause analysis and continuous improvement actions.
  • Support change management and deployment activities.
  • Utilize automation and scripting to reduce manual tasks and improve operational efficiency.
  • Contribute to the implementation of AI-assisted support processes.
  • Maintain and enrich operational documentation.
  • Ensure effective communication with users.

Required profile :

Qualities required to succeed in this role

• Experience in application support (L2/L3) in an industrial environment.
  • Proficiency in Windows Server and Linux environments.
  • Good command of ITIL processes (incident, problem, and change management).
  • Hands-on experience with observability tools (Grafana, Centreon, Elastic Search).
  • Good understanding of logging mechanisms (logs), metric collection, and alerting.
  • Good command of SQL and application diagnostic techniques.
  • Ability to read and understand simple scripts (PowerShell, C#).
  • Understanding of APIs and system integration mechanisms (Kafka, MQ Series).
  • Experience in Windows Server and Linux environments.
  • Knowledge of production scheduling systems.
• 
  • Strong customer service orientation and user satisfaction.
  • Ability to work in high-pressure production environments.
  • Analytical and problem-solving skills.
  • Proactive mindset, with a prevention-oriented approach rather than a reactive one.
  • Ability to collaborate with technical and business teams.
  • Interest in innovation and adopting AI-based support practices.
  • Proficiency in French and English.

Conditions

• Availability to work in a 24/7 rotating schedule.
  • Customer satisfaction and incident resolution oriented mindset

CGI is an inclusive employer and attentive to applications from people with disabilities and to the career development of men and women.