Network and Telecom Support Engineer BtoB (H/F) | Rabat (Morocco)

MISSION:

Mission context:

As an ATD, you will become the preferred contact for our clients in managing their fixed incidents (Voice and Data) while ensuring their satisfaction and compliance with our commitments.
As such, your missions will be:
- Restore services during Data and Voice technical incidents for your client portfolio
- Coordinate interveners and partners: access providers, installers, and integrators
- Ensure reliable and regular communication with clients
- Monitor interventions, produce reports, and propose periodic summaries,
By joining us, you will support our clients on current solutions and also participate in the challenges of tomorrow (SDWAN, security, and managed services)

ACTIVITIES:

• Incident management:

o Regular and proactive communication with the client
o Technical analysis, identification of the malfunction
o Proposal and implementation of workarounds (xG router, call forwarding)
o Compliance with restoration and communication commitments with the client
o Triggering, monitoring, and piloting field and partner interventions
o Relevant requests to Level 3 teams
o Participation in continuous improvement
o Qualification and execution of services
o Support for account operational managers for reporting

• Technical environment:

o Fixed telephone system (Centrex): Polycom VVX, Cocomm, Doro
o SIP/ISDN gateways and SBC: Patton, Audiocodes, Ekinops (OneAccess)
o Routers: Cisco (C8xx, ISR, ASR), Huawei AR series, Ekinops (OneAccess)
o Access network: Huawei DSLAM, Nokia and Huawei OLT
o Security Equipment: Fortinet, Meraki
o SD-WAN: Fortinet, Meraki

• Supervision & piloting:

o Monitoring and tracking indicators
o Inspiring, setting a direction, and engaging others
o Reference point (entry point) for adjusting processes
o Analysis and action plan

Education:

Master's degree (Bac+5) in networks and telecommunications, or a related field (IT, systems and networks, cybersecurity)
Degree from an engineering school or a specialized university master's program

Technical skills:

Main expertise:

• Advanced mastery of fixed networks (expert level)
• Very good knowledge of FTTH / FTTO and DSL infrastructures
• Solid understanding of MPLS architectures
• Good command of fixed voice protocols (SIP, ISDN)

Technical environment:

• Centrex telephony (Polycom VVX, Cocomm, Doro)
• Gateways and SBC (Patton, Audiocodes, Ekinops / OneAccess)
• Routers (Cisco, Huawei, Ekinops)
• Access networks (Huawei DSLAM, Nokia & Huawei OLT)
• Security & SD-WAN (Fortinet, Meraki)

Complementary skills:

• Knowledge of SD-WAN solutions
• Ability to diagnose and resolve complex multi-technology incidents
• Implementation of workarounds (routing, call forwarding, etc.)

Technical certifications (desired):

• Cisco (CCNA, CCNP)
• Fortinet (NSE)
• or equivalent manufacturer

Incident management & operations:

• Excellent technical analysis and rapid diagnosis skills
• Full management of the incident lifecycle (detection → resolution → closure)
• Effective coordination with:
• internal teams (N3)
• partners and field teams
• Strict adherence to SLAs and client commitments
• Proactive, clear, and regular communication with clients

Behavioral skills (soft skills):

• Excellent oral communication
• Very good written communication
• High reactivity and prioritization skills
• Customer service orientation and professional posture
• Analytical thinking and ability to take a step back