Technicien support IT

Customer Support Specialist / IT Support Technician

Location: Témara / Maroc

Work Mode: Remote
Employment Type: Permanent, full-time (40 hours/week)

Job Description (English)

As a Customer Support Specialist / IT Support Technician, you will provide technical support to customers by diagnosing, troubleshooting, and resolving software and hardware issues.

You will communicate with clients via phone and email, identify their needs, provide technical guidance, and ensure efficiency and customer satisfaction.

You will collaborate with multiple internal teams to optimize customer support operations and deliver reliable solutions.

Gtechna develops electronic citation and enforcement software solutions for smart cities across North America.

How You’ll Succeed


* Client Engagement
Help clients manage their products while delivering meaningful, high-quality customer experiences.


* Problem Solving & Ownership
Listen actively, ask the right questions, take ownership of issues, and escalate when needed.


* Leveraging Technology
Become a technical expert by continuously expanding your knowledge.

Key Responsibilities


* Respond to incoming customer support calls and emails


* Assess, analyze, and troubleshoot customer issues


* Diagnose and resolve software and occasional hardware problems


* Understand customer operations and system configurations


* Create and customize reports and SQL queries


* Document all customer interactions in the ticketing system (ManageEngine MSP)


* Follow established support processes and standards


* Identify and escalate priority or complex issues


* Generate RMA (Return Material Authorization) for hardware evaluation or repair


* Participate in an on-call rotation (evenings/weekends, emergency support)

Skills & Qualifications

Required


* Experience in technical support and customer service, or equivalent related education


* Strong experience with SQL databases (PostgreSQL, MSSQL, Oracle)


* Excellent communication skills in English and French


* Strong customer-first mindset


* Organized, autonomous, and accountable


* Experience in application support environments

Assets


* Knowledge of Java


* Knowledge of HTML


* Networking background


* Experience in public safety, parking enforcement, or smart city systems


* Hardware troubleshooting experience

Who You Are


* Client-focused and solution-oriented


* Motivated to succeed and make an impact


* Passionate about helping people


* Curious and eager to learn


* Comfortable working across teams


* Guided by values of trust, teamwork, and accountability

What We Offer


* Competitive compensation


* Stable daytime schedule (Monday to Friday)


* Modern work environment


* Career growth opportunities within Harris Computer Systems

About Gtechna

Gtechna develops electronic citation and enforcement software to ...