IT Desktop and Network Support (Dispatch) - Agadir

About the role

Brilliant Computers is looking for an IT Desktop and Network Support technician (dispatch) based in Agadir, working on a freelance basis. The role provides administration and maintenance of IT hardware and software in production, alongside onsite and remote delivery teams, and covers the dispatch of incidents and service requests.

Key responsibilities

• Resolve, record and update incident resolution and workflow details.
• Maintain documentation for site and client technical infrastructure.
• Support all site-specific applications and technologies.
• Deploy IT solutions at the site according to Service Delivery specifications and procedures.
• Collaborate with the SD Coordinator on troubleshooting desktops, laptops, tablets, printers, mobile phones, BlackBerry devices and software.
• Monitor and coordinate first-line and help desk services, following ITIL escalation and resolution processes.
• Ensure incidents are resolved on site within service levels and service requests are completed within SLA.
• Assist with mobile phone terminal enrolment, onsite patching, server and router power cycling, network printer settings and network patching.
• Support Infrastructure and Service Request teams in resolving incidents and service requests.

Required profile

• At least 3 years of experience in the field or a related area.
• Strong client service skills and ability to support staff of different personalities and management levels.
• Good written and verbal communication skills.

Required skills

• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint).
• Microsoft OS installation and troubleshooting.
• Break/Fix support for desktops, notebooks, printers and handhelds.
• Broad IT experience with networks, servers and telecoms.

The role requires a laptop with terminal tools and admin rights, console cables, spare patch cords, a screwdriver kit, basic cable testers, a crimping tool, RJ45 terminators and a labelling machine.