{"id":291027,"url":"https://alion.io/job/inetum-technicien-support-anglophone","title":"Technicien Support Anglophone","company":{"id":3561,"name":"Inetum","domain":"inetum.com","url":"https://alion.io/company/inetum","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":81,"open_postings":536,"ghost_share":0,"stale_share":0.754,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Casablanca, Morocco"],"countries":["MA"],"hiring_countries":["MA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-04-08T08:04:47Z","employer_posted_date":"2026-04-08","last_verified_at":"2026-10-30T11:59:49Z","board_verified":true,"closed_at":null,"days_open":205,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":203},"description":"Inetum est un leader européen des services numériques. Pour les entreprises, les acteurs publics et la société dans son ensemble, les 28 000 consultants et spécialistes du Groupe visent chaque jour l’impact digital : des solutions qui contribuent à la performance, à l’innovation et au bien commun. Présent dans 19 pays au plus près des territoires, et avec ses grands partenaires éditeurs de logiciels, Inetum répond aux enjeux de la transformation digitale avec proximité et flexibilité. Porté par son ambition de croissance et d’industrialisation, Inetum a généré en 2023 un chiffre d’affaires de 2,5 milliards d’euros.\n Missions principales :\nLe Technicien de Support Helpdesk Anglophone assure l’assistance technique et fonctionnelle des utilisateurs à distance (téléphone, e-mail, chat, ticketing) en français et en anglais. Il intervient pour résoudre les incidents de premier niveau et escalader les problèmes plus complexes aux équipes techniques concernées.\nRéceptionner et analyser les demandes des utilisateurs.\n\nAssurer le support technique de niveau 1 (diagnostic, identification et résolution des incidents).\n\nEscalader les incidents non résolus aux niveaux supérieurs (N2/N3).\n\nSuivre les tickets et assurer un reporting des interventions.\n\nRédiger et mettre à jour la documentation technique et les bases de connaissances.\n\nSensibiliser les utilisateurs aux bonnes pratiques informatiques.\n\nCollaborer avec les équipes techniques pour améliorer les processus de support.\n\n Compétences techniques :\nMaîtrise des environnements Windows et/ou macOS.\n\nConnaissances en administration de postes de travail, réseaux, outils bureautiques et messageries (Office 365, Google Workspace, etc.).\n\nUtilisation d’outils de gestion de tickets (ServiceNow, Jira, Zendesk, etc.).\n\nBases en cybersécurité et gestion des accès utilisateurs.\n\nCompétences en diagnostic et résolution de pannes matérielles et logicielles.\n\nCompétences linguistiques :\nAnglais courant (écrit et oral) obligatoire.\n\nFrançais courant.\n\nCompétences comportementales :\nExcellente communication et sens du service client.\n\nCapacité d’écoute et pédagogie.\n\nRigueur, autonomie et réactivité.\n\nEsprit d’analyse et de synthèse.\n\nCapacité à travailler sous pression et à gérer les priorités.\n\n Bac +2/+3 en Informatique (BTS, DUT, Licence pro en support informatique, systèmes et réseaux, etc.).\n\nExpérience de 1 à 3 ans dans un poste similaire.\n\nUne expérience dans un environnement international est un atout.\n\nCertifications ITIL, Microsoft, CompTIA A+ ou équivalent sont un 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