About the role

Location: Morocco Tangier
Department: SE DC HUB TUS
Mode of Employment: Full Time
Position Title: Technical and User Support Professional

A Snapshot of Your Day

SE DC HUB TUS at Siemens Energy

The Technical and User Support Professional is responsible for providing high-quality technical support to end-users and maintaining the IT infrastructure. This role involves troubleshooting hardware and software issues, managing network systems, and ensuring the smooth operation of IT services. The ideal candidate will have a strong background in IT infrastructure, excellent problem-solving skills, and a customer-focused approach.

How You’ll Make an Impact

Technical Support:

• Provide first and second-level support to end-users for hardware, software, and network-related issues.
• Diagnose and resolve technical problems via phone, email, or in-person.
• Document and track issues using a ticketing system.

IT Infrastructure Support:

• Maintain and support IT infrastructure, including networks and cloud computing systems.
• Perform physical installation of replacement network devices, including Wireless Access Points (WAPs), Gateway Controllers, Switches, and Firewalls.
• Patch network connections using both copper and fiber optic cables, covering device-to-device and device-to-patch panel scenarios. Establish end-point connections to replaced switches.
• Collaborate with other IT teams, vendors, and service providers to ensure seamless integration and efficient operation of IT infrastructure.
• Ensure that IT infrastructure complies with relevant industry standards, regulations, and best practices.

User Training and Documentation:

• Develop and deliver training sessions for end-users on various IT systems and applications.
• Create and maintain user manuals, FAQs, and other support documentation.

Project Support:

• Participate in IT projects, including system upgrades, migrations, and new implementations.
• Collaborate with other IT team members and departments to ensure successful project delivery.

Customer Service:

• Provide exceptional customer service and build positive relationships with end-users.
• Communicate effectively with users to understand their needs and provide appropriate solutions.

What You Bring

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 5+ years of experience in technical support and IT infrastructure management.
• Relevant certifications such as Comp TIA A+, Network+, Microsoft Certified: Azu Administrator, or Cisco Certified Network Associate (CCNA) are preferred.
• Experienced in supporting MS Offce365.
• Strong knowledge of Windows operating systems.
• Proficiency in networking concepts and technologies (TCP/IP, DNS, DHCP, VPN).
• Familiarity with cloud services (AWS, Azure, Google Cloud).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills
• Should be able to prepare and send user email communications.
• Experience in dealing with third party-provided services.
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Familiar with ITIL (Information Technology Infrastructure Library) concepts.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to providing high-quality support.
• Readiness to demonstrate a proactive attitude.
• Office environment with occasional travel to other company locations.
• May require after-hours support and on-call availability.

Who is Siemens Energy?

At Siemens Energy, we are more than just an energy technology company. We meet the growing energy demand across 90+ countries while ensuring our climate is protected. With more than 92,000 dedicated employees, we not only generate electricity for over 16% of the global community, but we’re also using our technology to help protect people and the environment.

Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.

Rewards

• Working with a global team
• Opportunities to work on and lead a variety of innovative projects
• Possibility to take over further tasks within the company
• Supportive work culture
• Medical benefits
• Remote/Flexible work
• Time off/Paid holidays
• Parental leave
• Continual learning through the Learn@Siemens-Energy platform

• e-Learning
• Mentorship
• Coaching

• Open feedback culture
• Opportunity to work on challenging projects in an exciting environment.
• Opportunity for remote/flexible work.
• Professional support and strong collaboration with colleagues around the world.
• Professional development opportunities within the company.

Our Commitment to Diversity

Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and our combined creative energy is fueled by over 130 nationalities. Siemens Energy celebrates character – no matter what ethnic background, gender, age, religion, identity, or disability. We energize society, all of society, and we do not discriminate based on our differences.