IT Support Technician L1 (On-site) – Freelance

About the role

We are looking for an experienced IT Support Technician (Level 1) to provide on‑site deskside assistance for our Marrakesh‑Safi office. The role is a one‑year freelance contract, extendable, and involves both routine support and critical incident handling.

Key responsibilities

• Provide end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software, and connectivity issues.
• Perform IMAC activities (Install, Move, Add, Change) and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Use SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Deliver remote and deskside support using EUC tools and support applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Provide VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners, and peripheral devices, handling troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides.
• Demonstrate familiarity with Windows OS environments, mobile device support, and basic Mac device handling.
• Follow ITIL practices for incident, problem, and service request management in corporate environments.

Required profile

• More than 3 years of hands‑on IT support experience, preferably in an on‑site deskside (L1/L2) environment.
• Strong knowledge of Windows operating systems and basic macOS handling.
• Experience with hardware lifecycle management, imaging, and patch deployment.
• Familiarity with ITIL processes for incident and problem management.
• Ability to work independently on‑site and act as a point of escalation for critical issues.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows OS
• Microsoft Office & Outlook
• VPN client configuration
• Active Directory
• ITIL framework
• Hardware troubleshooting and repair
• OS imaging and patch management
• Antivirus and security compliance
• EUC tools for remote assistance
• Printer and scanner support