Support Engineer (M/F) | Rabat (Morocco)

Sofrecom Maroc stands out for its strongly collaborative culture, where people, trust and employee well-being are central priorities. A close management approach promotes support, accountability and long-lasting teamwork. This collaborative foundation is complemented by a notable innovation dimension, encouraging initiative, agility and experimentation. Structured processes ensure reliability and operational efficiency, while performance-driven practices play a more supportive and balanced role.

The support engineer provides first-line support (N1) by handling requests, bugs, and incidents via Jira. As the first point of contact for users, they ensure

quick resolution and escalation of complex cases to N2 and N3 teams.

- Receive and process user tickets via Jira.

- Handle level 1 requests, bugs, and incidents.

- Diagnose simple problems and provide quick and effective solutions.

- Enrich tickets and escalate complex requests to N2 and N3 teams.

- Track tickets: follow up with users.

- Manage ticket closure in accordance with procedures.

- Maintain clear and regular communication with users on the progress of requests.

- Write and update technical documentation.

- Participate in weekly meetings: actively contribute to follow-up meetings,

- Share ticket progress and report specific incidents or needs.

Education: Bachelor's/Master's degree (Bac+4/5) in IT, networks, information systems, or equivalent.

- Previous professional experience or an internship in technical support or helpdesk would be highly appreciated.

- Network knowledge: Proficiency in TCP/IP protocols.

- Knowledge of systems and virtualization.

- Basic IT security knowledge, understanding of protocols like ssh, sftp, rdp

https...

- Ability to diagnose simple problems and follow procedures.

- Good command of Jira and Confluence tools.

- Service-oriented and user-focused attitude.

- Organization and rigor in ticket follow-up.

- Good interpersonal skills and clear communication.

- Curiosity and motivation to learn and develop skills.