IT Analyst

About the role

Air Arabia Maroc, the Moroccan low-cost carrier based in Casablanca, is looking for an IT Analyst to provide IT support to end users through several channels. The role keeps business operations running by troubleshooting, resolving and preventing issues affecting IT infrastructure, systems and applications, while installing, configuring and monitoring systems in line with company policies, security standards and aviation regulations.

Key responsibilities

• Provide first- and second-level technical support, owning incidents and service requests from logging to closure
• Monitor systems, servers and network components and diagnose hardware, software, application and basic network issues within agreed SLAs
• Apply fixes and patches, escalate unresolved issues, and follow incident, problem and service request management aligned with ITIL
• Assist senior IT staff in planning, testing and implementing new systems and applications, and contribute to the IT knowledge base with user guides and documentation
• Install, configure, upgrade and maintain IT hardware, operating systems, applications and network devices, and support new app rollouts, account setup and basic user training
• Maintain IT asset records, document security and business continuity controls, and provide on-call support for critical systems to support 24x7 airline operations

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field
• 4-6 years of experience in IT infrastructure support, service desk or IT operations, preferably in aviation or a 24x7 environment
• ITIL certification preferred
• Fluent in English

Required skills

• Working knowledge of IT security and business continuity principles
• Familiarity with incident, problem and service request management processes
• Proficiency in MS Office
• Strong communication, problem-solving and customer service skills