IT Support Agent

Description du poste

Main Responsibilities :

• Provide Level 1 technical support to users: diagnostics and resolution of hardware, software, network, and telecom incidents.
  
• Manage user requests through a ticketing system and ensure compliance with defined resolution timelines.
  
• Install, configure, secure, and maintain workstations, peripherals, network equipment, and business applications in accordance with Group IT procedures.
  
• Contribute to IT asset management: inventory tracking, updates, and renewals.
  
• Support users in optimizing the use of available IT tools.
  
• Contribute to raising user awareness of Group security practices.
  
• Apply internal IT procedures (security, backup, compliance, etc.).
  
• Escalate Level 2 and above incidents and requests to the DTI teams.
  

General Skills :

• Proficiency in Windows environments: OS, Active Directory, Office, etc.
  
• Knowledge of networking: structured cabling, switching, TCP/IP, Wi-Fi, etc.
  
• Strong analytical and troubleshooting skills across a variety of technical issues.
  
• Service-oriented mindset, good communication skills, and team collaboration.
  
• Rigorous, autonomous, proactive, and able to manage priorities effectively.
  
• Good understanding of cybersecurity challenges, particularly in an industrial environment.
  

Education & Experience :

Degree (Technician or Bachelor’s) in IT, systems and networks, or equivalent, with proven experience in a similar role.

Two positions are available, based in Casablanca and Marrakech.