Technical Consultant

This is a fully remote position, open to applicants in Morocco.

📋 Description

• Client Relationship Management: Serve as the main contact for technical support inquiries related to our Output Management software suite.

• Tiered Support: Deliver comprehensive technical support at Levels 1, 2, and 3 for software solutions operating in IBM z/OS (MVS) environments at client locations.

• Troubleshooting & Resolution: Identify and resolve intricate technical and application-level issues reported by clients.

• Patch Development: Investigate and rectify incidents within relevant modules (COBOL, JCL, TSO/ISPF, etc.) to create and implement effective patches.

• Cross-Functional Collaboration: Collaborate with internal R&D/development teams and product specialists, alongside external client operations teams to ensure smooth resolution.

• Quality Assurance: Define, develop, and execute non-regression test suites to guarantee stability.

• Delivery & Implementation: Roll out patches and provide on-site support to clients during their implementation process.

• Technical Documentation: Create and maintain high-quality technical documentation, operational procedures, and knowledge-base articles.

• Continuous Improvement: Actively contribute to the enhancement and optimization of support processes and workflows.

• Modern Platform Support: Offer Level 1/Level 2 support for contemporary software solutions (Windows clients, Windows Servers, or Linux/Kubernetes-based environments).

• Services Collaboration: Support the Services team with document design projects utilizing our next-generation software offerings.

⛳️ Requirements

• Mainframe Mastery: Strong expertise in the IBM z/OS (MVS) ecosystem.

• Development Languages: Advanced knowledge of JCL and COBOL.

• File Management: Strong understanding of VSAM file management systems.

• Domain Expertise (Preferred): Operational or technical familiarity with Output Management (e.g., print shop workflows, inserting/mailing processes, AFP print formats).

• Tooling: Experience with ticketing systems and collaborative platforms (e.g., Zoho Desk, MS SharePoint).

• Office Suite: High proficiency in MS Word is advantageous.

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent experience.

• Experience: 2 to 5 years of professional experience in a comparable support or engineering role.

• Languages: Fluency in French and professional proficiency in English.

• Soft Skills: Excellent client-facing communication skills, with the ability to explain complex technical issues in straightforward business terms.

• High level of rigor, autonomy, strong service orientation, and analytical thinking.

• Learning Agility: Demonstrated ability to commit to the long-term learning and mastery of complex, legacy, and modern software architectures.

🏝️ Benefits

• Competitive salary package.

• Opportunities for professional development and growth.

• Engaging work environment with a collaborative team culture.

• Comprehensive health and wellness benefits.