Hotline Technician - Casablanca

About the role

A hotline technician is needed in Casablanca to handle incoming calls, emails and support requests from customers and employees, providing first-level technical support and keeping incidents tracked until resolved.

Key responsibilities

• Handle incoming calls, emails and support requests from customers or employees.
• Provide first-level technical support and troubleshoot basic technical issues.
• Guide users through simple troubleshooting steps.
• Identify, analyze and resolve incidents whenever possible, escalating complex issues to the relevant technical team.
• Record and track incidents in the ticketing system and follow up on open tickets for timely resolution.
• Ensure customer satisfaction through professional and clear communication, while respecting internal procedures and service quality standards.

Required profile

• Diploma in IT, Computer Science or a related field.
• Minimum 2 years of experience in hotline support, IT helpdesk or technical support.
• Good command of French; English is an advantage.

Required skills

• Good knowledge of computer systems, Windows and Microsoft Office, and basic networking.
• Strong communication and problem-solving skills.
• Ability to manage multiple requests and work under pressure.
• Good organizational skills and attention to detail.