What You'll Do
Deliver direct IT assistance to employees at the Casablanca facility, addressing technical problems through phone, remote tools, or in-person support. Respond to service requests promptly and resolve them within defined timeframes. Use the global IT service management platform to log, track, and escalate incidents as needed.
Set up and configure desktops, laptops, and related software according to company standards. Partner with international technology teams to identify root causes of system, network, or service disruptions and support timely fixes. Issue alerts during outages and assist in restoring critical functions.
Keep detailed records of incidents, system changes, operational procedures, and all local IT equipment. Contribute to after-hours support on a rotating basis and take ownership of local IT initiatives. Advise teams on how to best use enterprise applications, with a focus on ERP and production systems.
Requirements
- Hold a degree in an IT or engineering-related field
- Have at least five years of experience in technical support roles with proven technical ability
- Demonstrate strong knowledge of PC hardware, including setup and maintenance
- Be proficient with Windows operating systems across workstations and servers
- Show solid analytical skills and the initiative to solve recurring technical problems
- Have experience guiding or training colleagues on IT tools at all organizational levels
- Communicate clearly and professionally with users and stakeholders
- Possess strong project coordination abilities and clear communication skills in writing and speech
- Be fluent in English
- Be willing to work beyond standard hours when required by business needs
- Be legally authorized to work in Morocco
Preferred Qualifications
- Familiarity with French language is beneficial
Technical Environment
- PC hardware
- Windows OS (servers and desktops)
- Global Service Desk ITSM platform
- ERP systems
- Manufacturing IT systems
Work Environment
This is a site-based role located in Casablanca, Morocco, requiring local presence. Flexibility to support off-hours activities is expected when operational demands require it.
