Virtual TechBar Agents

Entreprise :

WeLinK est un cabinet de Conseil & Consulting IT fondé en 2011, spécialisé dans le Placement/Head Hunting de freelances IT.

WeLink est actuellement le N°1 des missions freelances au Maroc, et dispose de références solides au Maroc : CAPGEMINI, ATOS, IBM, SOFRECOM, CGI, GFI, Omnidata, SOPRA BANKING, HPS, UMANIS, SQLI, BDSI, WAFA ASSURANCE, DXC, ATTIJARI BANK, CFG BANK, MAJOREL, WEBHELP…
Ainsi que diverses références à l'international.

Depuis sa création, WELINK a pu intervenir sur plus de 600 Missions long termes (> 6 Mois). Quant à notre équipe actuelle, elle dépasse 150 Consultants Freelances IT en mission.

Poste

Pour le compte de notre client, multinationale spécialisée dans l'infogérance et l'intégration informatique, nous recrutons un Virtual TechBar Agent pour une mission en Freelance à Casablanca.
The Virtual TechBar agent will perform customer end user remote support. Duties will include: troubleshooting hardware, network and application issues, submitting warranty claims, coordinating parts replacement with vendors, virtual repairing of PC devices, working Level 2-4 issues, coordinating directly with support teams and keeping the customer informed of status until the issue is resolved.

Profil

Niveau de formation : BAC+2 / BAC+3 en informatique /Réseaux vous justifiez d'une expérience minimale de 3 ans dans un poste similaire.

Compétences techniques requises:

* Language(s): Strong English – able to communicate thoughts clearly and quickly
* 5+ years work experience – including both a customer facing role and technical support role
* Excellent customer service and telephone communication skills.
* Level 3-4 Technical skills – experience with / exposure to a wide variety of systems, applications, tools
* Level 3-4 analytical and problem solving skills to identify trends in issues reported and identify areas for improvements.
* Level 3-4 focus on detail, documentation development and quality assurance
* Experience in using IT systems and relevant software to raise (when needed) and manage any kind of tickets
* Experience in using active directory, making technical config changes on backend systems without disruption.
* Experience with VPN, MFA, Zscaler, Windows, iOS, network connectivity, SNOW, O365, SAP, Adobe, SCCM, OBDC a plus
* Knowledge of ITIL governance and control processes and procedures
* Flexible, adaptable to cover multiple issues in a single appointment
* Technical aptitude to learn new concepts quickly
Core tools that will be utilized:
* Win7/Win10
* Citrix
* Horizon/VDI
* ServiceNow
* 10to8 (scheduling tool in NG SNOW and OneContact/Contact:IT)
* MS Teams – for chats, calls, remote access
* RDP

Aptitudes / Qualités personnelles requises :

- Orientation client et service
- Autonomie
- Capacité à gérer son stress