IT Desktop and Network Support (Dispatch) - Casablanca

About the role

Brilliant Computers is looking for a freelance IT Desktop and Network Support specialist based in Casablanca. The role provides administration and maintenance of IT hardware and software in production, working alongside onsite and remote delivery teams, and covers dispatch support for site-specific applications and technologies.

Key responsibilities

• Resolve, record and update incident resolution and workflow details, following ITIL escalation and resolution processes.
• Maintain documentation for site and client technical infrastructure.
• Collaborate with the SD Coordinator on troubleshooting and managing desktops, laptops, tablets, printers, mobile phones, BlackBerry devices and software.
• Ensure incidents are resolved on site within service levels and that service requests are completed within SLA.
• Assist in coordinating first-line and help desk services, and support Infrastructure and Service Request teams.
• Perform onsite patching, reset power cycling of servers and routers, and assist with network printer settings.
• Help enrol terminals on mobile phones according to a defined process.

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, and strong break/fix skills for desktops, notebooks and printers.
• Broad IT experience with networks, servers and telecoms.
• Use of terminal tools such as PuTTY, TeamViewer or AnyDesk on a laptop with full administrator rights.