IT Support (H/F) Contrat : CDI

Joining Cnexia is choosing to be part of an ambitious project that values Innovation, promotes Continuous Learning and enables all tech champions to fulfill their creative dreams.

At Cnexia, we do more than support the clients of our world-class network and services. We develop innovative solutions and create original multiplatform media content. In fact, we’re revolutionizing how Canadians communicate on the web, interact with Mobile Apps or benefit from an AI-enhanced experience.

Proud of our status as a fully owned Moroccan subsidiary of the largest Canadian Telecom company, we have been ceaselessly growing our team since 2021. With over 1100 employees, mainly based in Fez, we have expanded in the northern region of the kingdom with our Brand-new state of the art site in Technopolis Rabat.

If you are ready for this challenge, we invite you to join a community that values bold ideas and professional growth all in an engaging multi cultural world-class environment.

Job Duties/Accountabilities:

Reporting to the Senior Manager in Network Charging, the successful candidate will be responsible for but not limited to:

• Resolve Customer Issues/tickets such as incorrect MB usage in billing, missing notification…etc that are related to our Charging systems.
• Execute Internal Work Order requests.
• Investigate and Triage problems.
• System Monitoring and Daily KPI review.
• Alarm response and investigation.
• Be part of 7x24 on call support rotation.

Critical Qualifications/Competencies:

• Master Degree in Software/ Computer Engineering (Bac+5).
• Very good oral and written English.
• Linux skillset (Sysadmin, file manipulation(grep, awk, sort, curl etc)).
• DB queries (Mongo, Oracle/Mysql).
• Tooling: Grafana, ELK/ELG, Zabbix, Splunk, Airflow, PagerDuty.
• Performing API calls (JSON, SOAP etc).
• Fundamental networking skillset - How to diagnose basic network failures.
• Experience with wireshark or other packet capture related tools.
• Able to grasp application and business logic.
• Nice to have: Docker experience

Key Non-Technical Skills required:

• Posses Analytical/Problem Solving and Tracking/Reporting.
• Desire and ability to learn and embrace new technologies.
• Proactive and concise Communication (Written/verbal).
• Excellent time management skills.
• Ability to work/track multiple tasks while keeping focused on higher priority items.
• Follow up on the completion of tasks.
• Understanding of Agile, DevOps environments.
• Strong mindset for Continuous Improvement, Process management, and continuous learnings with keen eyes to look for opportunity.
• Ability to facilitate discussion, decision making and conflict resolution.
• Ability to have laser focus for customer impacts, be the customer advocate.
• Resourcefulness - Driven to get a resolution when it's not always evident.
• Raise issues/concerns and address them in timely manner.
• Experience in using tools such as Jira, Confluence, process mapping.