IT Support Agent

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.